Customer Service Lead, Los Angeles California, United States

Tracking Code 213693-025

Job Description

If you are a leader who is an inquisitive, analytical, problem solver and someone who is passionate about service, loves learning new things and has the tenacity to get things done, then this might be the job for you! The Customer Service Lead is an experienced member of ICANN's Customer Service team.

• The position will report to a Manager and will assist various members of the team in responding to customer service requests and in the execution of Program processes.
• The Customer Service Lead is expected to be knowledgeable about ICANN and should have experience with several specialized Customer Service processes.
• The Customer Service Lead should also have experience in assisting junior personnel and mentoring their growth.

Specific Duties (include, but not limited to):

• Respond to customer service requests using documented knowledge articles and approved responses in the Customer Service Knowledge Base (Tier 1)
• Research responses for previously unanswered customer service questions (Tier 2)
• Work with groups in other departments to develop a resolution to new case topics requiring escalated support (Tier 3)
• Communicate with ICANN staff, customers, and the public community to resolve customer service requests
• Develop knowledge articles and standardized language for responses to new questions
• Create and update knowledge articles in specialized topics
• Manage specialized queues in support of specific topics or processes.
• Manage in progress cases and follow up to ensure cases are resolved within defined SLAs
• Monitor team performance and address pain points to improve performance
• QA content and appropriateness of responses/resolutions
• Assist new employees in responding to cases
• Mentor employees and provide guidance to set and achieve self improvement goals
• Assist in scheduling of staff
• Support other members of the gTLD team as needed
• Assist in defining business requirements and testing of enhancements to existing Customer Service software and tools
• Train new users in systems
• Assist in administrative tasks as requested

ICANN is an unusual global organization. It is based on a multi-stakeholder concept that brings interested voices around the world into the bottom-up policy-making process for the Internet's domain name system. You can find more about us at http://www.icann.org.

There is no typical ICANN employee.

• Our staff has a wide range of backgrounds and working styles, with many working remotely, and we have offices in Europe and the United States. We are expanding and changing rapidly with plans to open offices in Singapore and Istanbul before our fiscal year end. Most ICANN employees own their own projects, work closely with executive management and enjoy a rich benefits plan. Come work with the people who are shaping the future of the Internet!

Required Skills

• College degree or related business discipline.
• Excellent verbal, written, and listening communication skills.
• Good interpersonal skills and ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Strong analytical and problem-solving skills.
• Ability to thrive in a fast paced, complex, team environment.
• Ability to adapt to new technologies and organizational and procedural changes.
• Ability to quickly develop and refine new procedures.
• Detail-oriented and organized with the ability to multi-task.
• Proficient in the use of Microsoft Office, Adobe Acrobat, and other standard productivity software.
• ICANN values diversity and gives preference to candidates with demonstrated skills in languages in addition to proficient written and spoken English.
• Understanding of ICANN structure and gTLD program and services
• Detailed knowledge in multiple areas of ICANN and the gTLD program.
• Understanding of DNS, root zone, and the Internet.
• Knowledge of ICANN departments, functions, services
• Strong knowledge of gTLD program processes
• Experience with both Mac and PC is a plus.
• Prior experience with CRM software or helpdesk ticketing system (Salesforce, Request Tracker, Remedy, Track-it) is a plus.

ICANN values diversity and gives preference to candidates with demonstrated skills in languages in addition to proficient written and spoken English.

Required Experience

• 2-4 years experience in a customer service or technical support role
• 2+ years experience in managing staff personnel
• Experience in resource planning for complex project/operations
• Experience in creating and presenting status reports for ongoing projects and/or operations

ICANN is an Equal Employment Opportunity Employer and does not discriminate based on race, color, religion, national origin, ancestry, citizenship, marital status, veteran status, physical or mental disability, sex, sexual orientation, age or other protected characteristics and complies with all applicable laws and regulations.

Salary commensurate with experience and qualifications. ICANN offers a competitive benefits package, including a retirement savings plan and also employer-paid medical, dental, vision, disability and life insurance.

All resumes should accompany a well written cover letter (first impressions are everything). Tell us why you are the best person for the job. Only those with comparable skills will be contacted. No phone calls or email please.

About ICANN: ICANN's mission is to ensure a stable, secure and unified global Internet. To reach another person on the Internet you have to type an address into your computer - a name or a number. That address has to be unique so computers know where to find each other. ICANN coordinates these unique identifiers across the world. Without that coordination we wouldn't have one global Internet. ICANN was formed in 1998. It is a not-for-profit public-benefit corporation with participants from all over the world dedicated to keeping the Internet secure, stable and interoperable. It promotes competition and develops policy on the Internet's unique identifiers. ICANN doesn't control content on the Internet. It cannot stop spam and it doesn't deal with access to the Internet. But through its coordination role of the Internet's naming system, it does have an important impact on the expansion and evolution of the Internet. For more information please visit: http://www.icann.org.

Job Location Los Angeles, California, United States Position Type Full-Time/Regular