Regional Customer Support Lead

A Career at HARMAN
As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

About the Role

The Customer Service Lead oversees and manages a team of customer service representatives to ensure exceptional customer support. They develop and implement customer service policies, handle escalated inquiries, analyze metrics for improvement, and foster a positive team culture focused on delivering outstanding service. With strong leadership, communication skills, and a customer-centric approach, the Customer Service Lead plays a vital role in driving team performance and enhancing the overall customer experience.
What You Will Do

• Lead and manage a team of customer service representatives to achieve departmental goals and KPIs.

• Develop and implement customer service policies and procedures to enhance the overall customer experience.

• Monitor team performance, provide coaching and feedback, and conduct regular performance evaluations.

• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.

• Collaborate with other departments to address customer needs, improve processes, and drive customer satisfaction.

• Analyze customer service metrics and trends to identify areas for improvement and implement strategies to enhance service quality.

• Conduct training sessions for customer service staff to enhance their skills, product knowledge, and service delivery.

• Stay updated on industry trends, best practices, and customer service technologies to drive innovation and continuous improvement.

• Prepare regular reports on team performance, customer feedback, and service levels for management review.

• Foster a positive and collaborative team culture that promotes excellence in customer service delivery.

What You Need

• Proven experience in a customer service leadership role, with a track record of driving team performance and delivering exceptional service.

• Strong communication and interpersonal skills, with the ability to interact effectively with customers and team members.

• Excellent problem-solving abilities and a customer-focused mindset.

• Proficiency in CRM software and customer service tools.

• Ability to work in a fast-paced environment and handle multiple priorities.

• Leadership qualities such as coaching, mentoring, and motivating team members.

What is Nice to Have

• Analytical skills to interpret data, identify trends, and make data-driven decisions.

• Certification in customer service or related field is a plus.

• Bachelor's degree in BE/BTech, MBA or related field.

What Makes You Eligible

• Be willing to travel up to 5 %, domestic only OR domestic and international travel

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location

• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)

• Extensive training opportunities through our own HARMAN University

• Competitive wellness benefits

• Tuition Reimbursement

• Access to HARMAN Campus Fitness Center and Cafeteria

• An inclusive and diverse work environment that fosters and encourages professional and personal development

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.