Team Lead, Operations - Level II

The Team Lead, Level II Operations (Canada) position takes on additional responsibilities beyond their role as a Level II Analyst. This person will assist the Level 2 team and dealers with their designated products and act as the second level of support (Subject Matter Expert) in troubleshooting product‑related issues.

The Lead is responsible for making sure their team is adhering to established SLAs, follow up, and closure of all issues and tickets that are part of their designated product suite. This role requires exceptional communication skills, a cool, calm demeanor that can help focus and direct solutions to problems, strong analytical abilities, and an exceptional attention to detail and follow‑through.

• Manage and monitor support Canadian ticket queues by assigning tickets to teammates, when needed, and following up on their methodology of troubleshooting and resolving. The goal is to lead the L2 Support team to maximize throughput of tickets on a daily basis.
• Monitor the aging of tickets assigned to Canada Level 2 Support, identifying any delays in ticket resolution and lead efforts to clear any blocking problems.
• Work with Manager of Level 2 Support and Route One stakeholders to identify gaps in current Candian Level 2 Support model and offer suggestions for their resolution.
• Work collaboratively with other Team Leads to ensure that Team and Department metrics and goals are being met. Monitor, report on, and maintain a certain level of customer service performance metrics month‑over‑month.
• Attend and participate in meetings; product sprints, production releases, support tool enhancements etc. that are relevant to supporting assigned product suite (and disseminate information to team as necessary).
• Report statistics and trends on tickets by product, identifying trends in order to assist the Service Desk agents with continued training and product knowledge.
• Mentor, support and coach team members as needed.
• Be the dealer’s main point of contact at Route One throughout the entirety of the support ticket process, including, but not limited to: reaching out to internal and external teams, as necessary, to facilitate resolution of tickets; keeping the dealer informed of progress; and providing answers to any questions the dealer may have.
• Act as the subject matter expert for Route One’s Canadian Product suite, mentoring, supporting and coaching team members where and when needed.
• Answer incoming calls to the Route One Call Center by Route One customers, in both English and French (preferably Quebecois).
• Create support tickets when needed, completely and clearly identifying the issue being reported.
• Interact with broader Route One Operations, Technical and Business teams to resolve issues as they occur, ensuring that dealers are receiving high touch and exemplary service.
• Assist teammates in identification and implementation of continuous improvement needs for Business Operations, when applicable, and advocate for constant innovation and improvements to improve Route One customer service.
• Ensure ongoing updates to Route One’s customer support knowledge base, ensuring new support needs are identified and fully documented for use by the support teams.
• Assist in new hire job‑specific onboarding for new hires, as required.
• Manage direct staff members, as applicable, including but not limited to:
• Ensuring staff members have the tools, training and support they need to be successful in their assigned responsibilities at Route One.
• Ensure staff members are performing assigned duties at expected level of performance and quality, while demonstrating the expected behaviors (respect, transparency, collaboration, etc.) towards their customers and peer groups.
• Setting annual and ongoing performance objectives for their team, consistent with broader Level 2 team objectives and those of broader department and Route One as a whole.
• Working with individual staff members to set their individual performance and personal objectives.
• Conduct ongoing (and structured scheduled) performance assessments of staff members.
• Participate in all Release Reviews.
• Maintain safety, security, and privacy standards throughout…