Team Lead, Customer Care

Clarivate is seeking a Team Lead, Customer Care to lead our EMEA team of Technical Support Analysts and Senior Analysts in technical product support and customer communication supporting EX Libris Primo product within our Academia and Government suite of products.
In this role, you will mentor and coach the technical support team.
This is an amazing opportunity for someone with prior customer care experience. If you have experience in leading an application support team, we would love to speak with you.
About You – experience, education, skills, and accomplishments.
Bachelor’s degree in related field
2+ years of experience providing online training or customer support.
1+ years of experience leading an application support team serving global customers.
It would be great if you also had…
Master of Library Science (MLS), or Master of Library and Information Science from ALA accredited institution, or equivalent experience/degree.
Experience with MS Office (Excel, Word and PowerPoint) and technical troubleshooting tools.
Previous experiences with Salesforce or similar tools.
Previous experience with JavaScript and XML
Advanced experience with HTML and CSS.
Fluency in an additional European language would be a bonus.
Experience with library OPACs and other bibliographic records systems.
Experience with electronic journals and databases and using academic search engines.
Maintains high degree of knowledge about products and technical issues affecting those products.
What will you be doing in this role?...
Responsible for day-to-day management of a support team that assists customers with service and product support issues. Ensures best-in-class service to Clarivate’s customers through timely and effective responses to all customer inquiries.
Responsible for the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs.
Monitors team performance against KPIs and take action to correct course and achieve objectives through the team.
About the Team
The role reports to the Director, Customer Care, based in Germany. You will join a global team of colleagues who provide customer care and technical support to customers using Clarivate A&G products.
Hours of Work
This is a full-time permanent position based in a Clarivate location in Israel or in Barcelona and will require hybrid working (2-3 days per week in office, rest of week remote).
This position requires weekday attendance with some scheduling flexibility available around core working hours.
#LI-Hybrid, #LI-Onsite
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.