L1 Billing - Support Team Lead

As the L1 Billing Support Team Lead at LevelUp, your primary responsibilities will include overseeing a team of Level 1 Billing Support Agents, ensuring they deliver top-notch support to customers via live chat and email. You'll track and analyze KPIs, conduct quality checks, facilitate team communication, manage attendance and schedules, and create performance reports for management. Essentially, you'll serve as both a leader and mentor, ensuring operational efficiency and high service standards.

To qualify for the L1 Billing Support Team Lead position at LevelUp, you should have 4-5 years of experience leading a customer support team, especially in handling billing-related queries. Strong leadership skills, analytical thinking, and a problem-solving mindset are essential. Additionally, having experience in a web hosting company and familiarity with help desk tools like Help Scout or Zendesk would be advantageous.

LevelUp ensures the success of the L1 Billing Support Team Lead by providing comprehensive support through training, necessary tools, and fostering a positive work environment. The company emphasizes effective communication, provides a structured remote work setup, and encourages constructive feedback within the team to promote growth and continuous improvement.

The work schedule for the L1 Billing Support Team Lead role at LevelUp is a full-time commitment of 40 hours per week, running from Monday to Friday, with working hours from 5 PM to 2 AM (Philippines Standard Time). This schedule allows for good alignment with our customers' needs and ensures consistent team support.

Key skills for an L1 Billing Support Team Lead at LevelUp include strong leadership and management capabilities, excellent interpersonal communication skills, analytical and problem-solving abilities, and a positive, team-oriented attitude. A history of working in customer support, particularly in billing, and experience with help desk tools will also be beneficial in this role.

When answering this question, focus on a collaborative and supportive leadership style. Highlight your experience in mentoring team members, encouraging open communication, and fostering a culture of accountability and excellence within the team. Providing specific examples from your past experience can greatly enhance your response.

To respond effectively, discuss your problem-solving skills and your ability to empathize with customers. Mention specific tactics like active listening, clarifying the issue, and ensuring you provide a clear explanation and solution. Emphasizing your proactive communication approach can also showcase your dedication to customer satisfaction.

Highlight key metrics such as CSAT (Customer Satisfaction), Average Handle Time, and First Contact Resolution during your interview. Explain why tracking these KPIs helps identify areas for improvement, enhances team performance, and ultimately leads to better customer service. Use examples to illustrate how metrics have influenced positive changes in your previous roles.

Discuss strategies like regular check-ins, team meetings, and collaborative tools to ensure team members stay connected and engaged. Mention the importance of setting clear expectations and fostering a supportive atmosphere where everyone feels comfortable sharing ideas and contributing to the team’s success.

Outline a structured onboarding plan that includes training, mentorship from seasoned team members, and gradual exposure to different tasks. Emphasize the importance of creating a welcoming environment to help new hires feel comfortable and empowered to contribute effectively from the outset.

Talk about your approach to identifying the root cause of the underperformance and your commitment to providing constructive feedback. Mention how you would work with the team member to develop an improvement plan and set achievable goals to help them get back on track.

Explain how you would utilize scheduling software and team communication tools to monitor shifts and attendance effectively. Discuss the importance of flexibility and open communication in managing schedules while ensuring that customer support levels remain high at all times.

Share your experience with implementing quality assurance checks and regular performance reviews to maintain service levels. Highlight the importance of balancing team accountability with support and continuous learning to foster an environment that values high-quality service.

Discuss various motivating strategies such as recognizing individual achievements, providing incentives, and fostering a positive team culture to keep morale high during stressful times. Illustrate how effective communication can help manage workloads and expectations.

Emphasize that feedback is vital for growth both for the team members and yourself as a leader. Explain how you regularly seek out feedback, encourage it within your team, and utilize it to make informed decisions that drive improvement and positive outcomes.