Who are we?
Equinix is the world's digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
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Team Lead, Global Service Desk
Job description
The Customer Support Team Lead is responsible for overseeing a team of customer support agents providing support in French, Italian, and English. The Team Lead ensures high-quality service is delivered to customers while maintaining the team's operational efficiency. They play a key role in team management, performance improvement, and process optimization, actively supporting team members in handling customer inquiries, requests, orders, issues, and escalations.
Responsibilities
Team Leadership
- Lead, mentor, and coach a team of customer support agents, ensuring their performance aligns with company goals and KPIs
- Set clear team goals, monitor progress, and provide regular performance feedback
- Foster a positive, collaborative team environment that promotes productivity and job satisfaction
Customer Support Operations
- Oversee daily support operations, ensuring tickets, chats, and calls are handled efficiently and effectively
- Manage the workload and schedules of team members to meet support demands and maintain service-level agreements (SLAs)
- Handle escalated customer issues and complaints, ensuring they are resolved quickly and appropriately
Performance Monitoring
- Track team performance through metrics like response times, customer satisfaction (CSAT), and ticket resolution
- Identify areas for improvement and implement strategies to optimize performance and team output
- Conduct regular one-on-one meetings and performance reviews with team members
Training and Development
- Provide ongoing training and development opportunities to ensure team members have the knowledge and skills required to excel in their roles
- Keep the team updated on new products, services, and procedures
- Develop and update team training materials as needed
Process Improvement
- Collaborate with the Manager and other departments to streamline processes, improve workflows, and enhance the overall customer experience
- Identify common issues or recurring problems and work with relevant teams to resolve them
Reporting
- Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to leadership
- Analyze trends in customer feedback and provide insights for continuous improvement
Stakeholder Collaboration
- Work closely with other departments, including Customer Support Quality Assurance, IBX Operations, Customer Success Management, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements
- May represent the support team in selected cross-functional meetings to ensure alignment and coordination
Qualifications
- Proven years of experience in customer support, with some years in a supervisory or team lead role
- Proficiency in French and Italian is considered an asset
- Bachelor's degree in Business, Communications, or a related field preferred
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Ability to handle escalations and resolve complex customer issues
- Data-driven with experience in performance analysis and reporting
- Proficient in customer support software (e.g., Salesforce Service Cloud) and MS Office applications
Our offer
- Employment in a stable company with an established position in the market.
- Possibility to work within fast growing world's 500 Fortune digital infrastructure company.
- Challenging job in a dynamic, professional, international and multicultural environment.
- Possibility to participate in company sponsored trainings package.
- Employee Assistance Program - assess to free counselling legal and financial consultations and crisis intervention.
- Paid employee referral program.
- Opportunity to work in supportive, inclusive environment with People-Centric Culture.
- Competitive salary and yearly bonus as well as a well-defined career path shaped to the individuals career focus & priorities.
- Attractive benefits package
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.