About the Company
Cisco Systems is a global leader in networking hardware, telecommunications equipment, and other high-technology services and products. We are dedicated to innovating and connecting the world, empowering businesses and individuals with robust, secure, and intelligent solutions. Join our team to contribute to a company that shapes the future of connectivity.
Job Description
We are seeking an experienced and dynamic Google Support Lead to join our customer support team in Santa Ana, CA. In this critical role, you will be responsible for leading a team of support specialists, ensuring exceptional service delivery for Google-related products and services, and fostering a collaborative and high-performance environment. You will be the primary point of contact for complex issues, mentor team members, and drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
Key Responsibilities
- Lead, mentor, and motivate a team of Google Support Specialists to achieve performance targets and provide outstanding customer service.
- Oversee daily operations, including workload distribution, queue management, and service level adherence for Google product support.
- Act as an escalation point for complex technical issues and provide expert guidance to the team.
- Conduct regular performance reviews, provide constructive feedback, and identify training opportunities for team members.
- Develop and implement strategies to improve team productivity, quality of support, and customer satisfaction.
- Collaborate with cross-functional teams, including product development and engineering, to resolve recurring issues and provide product feedback.
- Ensure compliance with all company policies, procedures, and service standards.
- Generate and analyze performance reports, identifying trends and recommending solutions for service enhancements.
Required Skills
- Proven experience in a customer support leadership or supervisory role.
- Strong understanding of Google products, services, and ecosystems (e.g., Google Workspace, Cloud, Ads, etc.).
- Excellent communication, interpersonal, and team-building skills.
- Demonstrated ability to manage and motivate a diverse team.
- Proficiency in problem-solving and critical thinking.
- Ability to analyze data and make data-driven decisions.
- Strong organizational and time management skills.
Preferred Qualifications
- Bachelor's degree in a relevant field (e.g., Business, IT, Communications).
- Certifications in Google products or support methodologies.
- Experience with CRM software and ticketing systems (e.g., Salesforce, Zendesk).
- Familiarity with agile methodologies.
- Bilingual proficiency is a plus.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company matching.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional development and career growth.
- Employee assistance program.
- On-site fitness center and wellness programs.
- Casual dress code and collaborative work environment.
- Employee discounts on Cisco products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
⚠️ Important Disclaimer
Welcome to Westford Trust. We publish job opportunities aggregated from public sources, employers, and job portals. We never charge any fees to access or use our website; all information is provided entirely for free.
Westford Trust does not directly offer or manage these positions, nor are we directly involved in the hiring process for the vacancies published on https://career.westfordtrust.com.
If you suspect a fraudulent listing or have any questions, please contact us at techturna@gmail.com.