Software Support Team Lead - Neenah, WI

Software Support Team Lead - Neenah, WI

Title: Software Support Team Lead - Neenah, WI
Location: United States-WI-Appleton
Other Locations:

Headquartered in Stamford, Connecticut, Pitney Bowes is a 4.6 billion global provider of integrated mail and document management solutions. The company services over two million businesses of all sizes in more than 130 countries through dealer and direct operations.

Today, after more than 80 years of industry-leading research and technology, our products and services go well beyond advanced mailing systems. Our end-to-end integrated approach includes creating and preparing numerous forms of electronic and standard communications; the ability to track and trace; developing software programs that correct addresses and show comparative courier rates; multi-channel delivery options; response management and much more.


Operating the best call centers in the industry, Pitney Bowes Mailing Systems is looking to enhance our Worldwide Software Support Team in the Neenah Call Center with a Software Support Team Lead. The Team Lead is responsible for day-to-day floor management of non-exempt Customer Support Representatives, who supply remote phone diagnostic support and repair of customer software and related equipment.

This position will interact with our management and leadership teams, and will seek to continuously improve the skills and performance of the support team. The Team Lead will provide top-notch customer support supervision, for support representatives who resolve issues for both external and internal clients.

Core Functional Responsibilities

· Mentors individual team members to ensure continuous improvement with the software support customer experience.
· Implements and maintains schedules levels of support according to product release roadmaps
· Interfacing with other parts of the organization as related to their team, to make sure that customer issues are being prioritized appropriately.
· Identifies training needs and develops processes to be used by the software support team
· Handles critical escalations within the team and communicates with customers directly to ensure satisfactory resolution.
· Staffas and ensures training of support personnel on best practices, policies, procedures, products and assisting customers
· Advises upper management on product development issues arising from product problems identified t through software support calls with customers.
· Responsible for interpreting the metrics and applying ongoing management to drive team performance.
· Responsible for the majority of complex software support activities and has the autonomy to handoff to Engineering for all issues

Pitney Bowes offers a competitive salary and excellent benefits including Medical, Dental, Time Off with Pay, 401K, and Tuition Reimbursement.


All interested individuals must apply online. Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace. Woman, Minorities, Individuals with Disabilities and Veterans are encouraged to apply.
* Ability to deliver information to senior level leaders required.
* Experience with managing team changes including staffing, and organizational restructuring.
* Demonstrated the ability to lead a team of up to 20 members.
* Familiarity with case and phone metrics .
* Familiarity with Customer Relations Management Tools
* Experience with handing escalated complaint calls.
* Account Receivable experience a plus.
* Thorough knowledge of MS Access, Word, Excel, PowerPoint is required
* Bachelor's degree or master's degree preferre, 8 years relevant experience
* A clean driving record and good credit history is required.