Customer Success Specialist

Customer Success Specialist – Team Lead

The Customer Success Specialist – Team Lead serves as the operational lead for the Help Desk and acts as the designated backup to the Help Desk Manager. This role is responsible for ensuring the successful delivery of customer support services through effective queue management, contractual reporting, knowledge management, and coordination across technical and program teams.

The Team Lead plays a critical role in maintaining service quality, monitoring operational performance, supporting management functions, and driving continuous improvement. This individual serves as the primary escalation point for Help Desk operations and works closely with stakeholders, application teams, developers, program staff, and Tier 3 support resources to ensure timely issue resolution and compliance with contractual requirements.

Key Responsibilities

Operational Leadership and Management Support

• Serve as the primary backup to the Help Desk Manager, assuming management responsibilities during periods of absence and supporting daily operational oversight.
• Assist with workforce coordination, workload balancing, scheduling, and resource management to maintain adequate support coverage and service-level compliance.
• Provide leadership, coaching, and operational guidance to Help Desk staff.
• Support team initiatives, projects, process improvements, and service-delivery objectives.
• Lead and coordinate major projects, data calls, system maintenance activities, application releases, and patching events.
• Promote accountability, collaboration, and adherence to established support procedures.

Queue Management and Service Delivery

• Serve as the Help Desk Queue Manager, overseeing ticket intake, prioritization, assignment, escalation, follow-up, and resolution.
• Monitor ticket queues, response times, resolution times, backlog, and service metrics to ensure compliance with established Service Level Agreements and performance standards.
• Identify operational bottlenecks, recurring issues, ticket trends, and service-delivery risks.
• Develop and implement corrective actions to improve efficiency, customer satisfaction, and ticket resolution.
• Serve as the primary escalation point for complex, urgent, or high-impact customer issues.
• Coordinate with Tier 3 support, developers, application teams, and program leadership to ensure issues are resolved promptly.

Contractual Reporting and Metrics Management

• Lead the development, validation, and delivery of weekly, monthly, quarterly, annual, and ad hoc contractual reports.
• Collect, analyze, and present operational performance data while ensuring accuracy, consistency, and compliance with contractual reporting requirements.
• Monitor key performance indicators, Service Level Agreements, customer satisfaction measures, ticket volumes, backlog, and operational trends.
• Provide actionable findings and recommendations to program and organizational leadership.
• Develop dashboards, presentations, and executive-level reporting materials.
• Support audits, program reviews, customer briefings, quality reviews, and reporting requests from internal and external stakeholders.

Knowledge Base Management

• Serve as the Knowledge Base Manager and maintain the overall accuracy, quality, usability, and effectiveness of support documentation.
• Develop, review, approve, publish, and maintain knowledge articles, frequently asked questions, standard operating procedures, troubleshooting guides, and user documentation.
• Establish and maintain knowledge-management standards, governance processes, review cycles, and content-approval procedures.
• Ensure support documentation remains current, consistent, accessible, and aligned with system or process changes.
• Partner with application teams, subject matter experts, developers, and Tier 3 support resources to capture institutional knowledge.
• Identify opportunities to improve customer self-service capabilities and reduce repeat support requests.

Customer and Technical Support

• Provide timely, professional, and customer-focused support to internal and external users through Help Desk channels, email, phone, and collaboration platforms.
• Troubleshoot application, account, access, system, and user-related issues.
• Document customer interactions, troubleshooting steps, escalations, and resolutions accurately within the ticketing system.
• Coordinate issue-resolution activities across technical and program teams.
• Maintain strong working relationships with customers, stakeholders, Tier 3 support personnel,…