Team Lead Customer Onboarding and Platform Job Farmington area,Michigan USA,Customer Service/HelpDesk

Position: Team Lead Customer Onboarding and Platform Support
Job Title:
Team Lead Customer Onboarding and Platform Support

Location:
Farmington, MI (Remote)

Primary Language:
English
Secondary Language:
Spanish / Portuguese (Not a must-have requirement)

Support

Hours:

EST and PST time zones

Purpose of the role:
The Team Lead will manage and guide a team responsible for customer
onboarding and platform support for Cisco IQ. The role will ensure customers are supported
through setup, telemetry enablement, platform activation, adoption tracking, and issue resolution
while minimizing onboarding challenges and improving customer experience. This is aligned with
the analyst role purpose of acting as a bridge between Cisco and customers during the early
customer lifecycle

Scope of Work:

Lead day-to-day onboarding and platform support activities for Cisco IQ customers.
Guide the team in supporting customers through setup, telemetry enablement, and
platform activation.
Monitor customer interactions across phone, email, and webinars to ensure timely
guidance and query resolution.
Track onboarding progress, adoption metrics, customer engagement records, and support
activities.
Review reports and dashboards to identify blockers, trends, and improvement
opportunities.
Coordinate with cross-functional teams to address customer issues and improve
onboarding outcomes.
Support team members in handling escalations, follow-ups, and customer communication.
Ensure adherence to user lifecycle processes such as onboarding, access modification,
and offboarding.
Drive team productivity, process compliance, quality of customer interactions, and timely
closure of assigned activities.
Capture customer feedback and share actionable insights with internal stakeholders to
improve customer outcomes.
Manage daily, weekly performance review with internal and client stakeholders

Job Description
Should Have:

5-7 Years of professional experience in customer service, with at least 2 years of team
leader experience, managing a team, handling escalations and SLA performance.
Experience in customer onboarding, customer support, platform operations, service desk,
or account management.
Strong understanding of customer onboarding and user lifecycle management processes,
including onboarding, access modification, and offboarding.
Hands-on experience with user provisioning, identity and access management, or account
administration tools.
Excellent verbal and written communication skills with the ability to engage customers and
stakeholders effectively.
Experience in reporting, tracking, and data analysis using Microsoft Office tools, especially
Excel, PowerPoint, and reporting dashboards.
Strong problem-solving and analytical abilities to identify onboarding issues and support
timely resolution.
Customer-facing experience with a customer-centric approach.
Ability to coordinate with cross-functional teams and manage multiple priorities in a fast
paced environment.
Basic understanding of technology and networking concepts, with the ability to understand
platform workflows and customer requirements.
Good to have:
Familiarity with Cisco Meraki, Webex, Intersight, SD-WAN, or similar enterprise technology
platforms.
Exposure to CRM tools, customer management platforms, and adoption tracking
processes.

Behavioral competencies:

Ownership mindset with strong accountability for tracking, reporting, and follow-ups.
Proactive approach to issue identification, escalation, and resolution.
Collaborative working style with the ability to coordinate across teams and stakeholders.
Strong organizational skills and ability to manage competing priorities.
Customer-first mindset with focus on adoption, engagement, and service quality.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.