Customer Success Team Lead

POSITION SUMMARY

You...

As aCustomer Success Team Supervisor, you will focus on supervising the VA Health Connect team which provides customer support to end users. Improving customer experience and driving overall support strategy. Key responsibilities include supervising and developing a high-performing team, analyzing support data to identify trends, and collaborating with other departments to ensure seamless customer support.

Us...

We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client's missions.

RESPONSIBILITIES

• Team Leadership & Development: Supervising, mentoring, and coaching a team of customer support agents.This includes performance management, training, and development to ensure a high-performing team.
• Strategy & Process Improvement: Developing and implementing customer support strategies, policies, and procedures to enhance customer satisfaction and efficiency.
• Customer Feedback & Analytics: Analyzing customer feedback, support metrics, and industry trends to identify areas for improvement and opportunities for service enhancement.
• Cross-Functional Collaboration: Collaborating with other departments (e.g., product, engineering, sales) to ensure seamless customer experience and gather insights
• Escalation Management: Managing escalated customer issues, ensuring timely and satisfactory resolutions, and maintaining positive customer relationships.
• Improve documentation / details in SNOW to include SOPs for Tier 1 / Tier 2 trouble shooting with specific example.
• Processes for ticket triaging/management escalation, parent / child ticket processes.
• Tier 2 to Tier 3 escalation processes and documentation; define criteria, scenarios.
• Develop categories for T1 / T2 support for reporting and escalation process.
• Streamline and document the process for closing tickets in SNOW.
• Training documentation for T1 / T2 team and to ensure the team is trained on all new features.
• Define the Process for GO LIVE support and defining the process for production release support.
• Performance Measurement & Reporting: Monitoring key performance indicators (KPIs), compiling reports, and providing insights to improve customer support effectiveness.
• Training & Onboarding: Providing training and onboarding for new team members, ensuring they have the necessary skills and knowledge to succeed.
• Industry Knowledge: Staying up to date with industry trends and best practices in customer service and support.
• Problem-Solving & Decision-Making: Effectively identifying and resolving customer issues, making informed decisions to improve processes, and advocating for changes based on customer feedback.

QUALIFICATIONS

• Ability to obtain a Public Trust government clearance
• Bachelor's degree in Computer Science, Engineering or other technical discipline required, OR equivalent work experience
• Salesforce Admin Certification (required)
• 5+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization
• Equivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organization
• Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers
• Knowledge of IT Operations and key systems
• Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills
• Knowledge of IT Operations and key systems
• Experience with planning and performing regression testing
• Some familiarity with Agile project management and sprint planning
• Ability to work independently as well as collaboratively on cross-functional teams.
• Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills
• Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations desired

WORKING CONDITIONS

Standard Business hours are Monday through Friday. Must be able to take customer support calls outside the standard business hours as necessary. Must have reliable internet service that allows for effective telecommuting.

BENEFITS

Sprezzatura offers a comprehensive and flexible benefit package to include:

• Medical, Dental, and Vision
• Health Saving Account (when enrolled in eligible plan) with Company contribution
• Company paid Life, Accidental Death, Short-term & Long-term Disability
• Voluntary Accident, Hospital Indemnity, & Critical Care Insurance
• Voluntary Medical & Dependent Care Flexible Spending Accounts
• Accrued Paid Time Off & Company Paid Holidays
• 401(k) Retirement Plan with Company match
  

WORK AUTHORIZATION

Sprezzatura participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S.

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans DevSecOps, health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve-delivering not just strategy, but measurable execution. Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity-turning ambitious ideas into real-world outcomes. No buzzwords. Just impact.

EEO STATEMENT

Sprezzatura is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic. Applicants have the right to discuss, disclose, or inquire about compensation without retaliation. Reasonable accommodations are available for qualified individuals with disabilities.

This job description is not intended to be an employment contact and does not guarantee employment for any specific duration.