Company Description

Daxko’s mission is to power health and wellness throughout the world. We provide solutions, services, and insights for the health and wellness industry to engage members, deliver delightful experiences, and improve the businesses we serve. 

Job Description

Join us as the Technical Services Team Lead. Lead our dedicated Technical Services Engineers in resolving cases across all our products and services. Your role involves nurturing and developing our team into technical experts and SQL wizards, enriching customer experiences and driving company success. As the primary communicator and collaborator, you'll ensure seamless coordination within your team and across departments on technical matters and trends. Apply now to shape the future of our technical support landscape.

Supervisory Responsibilities:

• Evaluates and provides real-time feedback on performance 
• Trains and/or ensures that team is properly trained for their specific roles 
• Schedules work hours and shifts 
• Assists in resolving emergencies, such as a quality or customer problem that might be escalated to the team supervisor for handling 
• Identifies and resolves workplace problems, including tardiness or absenteeism 
• Sets and helps team understand performance targets and goals 

Qualifications

• Strong interpersonal and communication skills
• Strong computer and multi-tasking skills
• Ability to work cross-functionally and maintain exceptional cross-team communication 
• Train and teach others how to use product(s) 
• Proven ability to have candid conversations around business practices, system utilization, and product expectations 
• SQL querying mastery 
• Strong organizational skills
• Ability to work independently; take initiative 
• Excellent time management skills with a proven ability to meet deadlines 
• Able to maintain professionalism and act with integrity 
• 1-2 years related experience in Technical Services

In your day-to-day, you will:

• On-boarding, training, and mentoring front-line Technical Services representatives, transferring expert system and product knowledge. Conducting 1:1s, coaching, and development feedback for direct report team members. 
• Quality assurance/auditing for cases and Salesforce and JIRA. 
• Acting as the escalation point for team's assigned customer group, advocating for customers and serving as their sounding board for significant issues. Driving resolution for high priority issues across teams. 
• Identifying trends, risks, and opportunities for growth across products and bring them to the product meeting with dev/QA/manager. 
• Collaborating with Strategic Relationship Manager, Launch and Education, and Product Strategy regarding customer business needs, trends, and feedback 
• Monitoring of SWE results of each Product that you are assigned to 
• Coordinating team schedule 
• Assisting with the Technical Services hiring process 

Additional Information

Our company, with a culture of collaboration, action, and entrepreneurship, has a well-deserved reputation of providing “career defining” opportunities for team members willing to pursue them.
With a high value placed on taking care of our customers and our team members, we have frequently been recognized locally and nationally as best workplaces.

We truly care for our team members, and this is reflected through our offices, benefits, and great perks. Some of our favorites include:

• Flexible paid time off 
• Affordable health insurance options
• 8 paid holidays + 1 floating holiday
• Monthly fitness reimbursement
• 401(k) matching
• Casual work environment
• Plenty of free food and caffeine

All your information will be kept confidential according to EEO guidelines.