Sophos Hiring for Team Lead Online Chat Services at India Full Time

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com

Role Summary

Team Lead, Online Chat Services will manage a team of service representatives that respond to customer inquiries via live chat, ensuring that the service standards are established and attained. Additionally, Team Lead truly leads the chat support team by coaching team members on best practices for responding to inquiries, monitoring and analyzing service activity data, and utilizing findings to develop training and service improvement resources.

Reporting directly to the Global Community Support Manager, the Team Lead will ensure that we provide the highest quality chat experience and will be expected to maintain high availability and responsiveness.

What you will do

• Track and maintain chat SLAs and performance reports.
• Manage team scheduling and staffing requirements.
• Coach and train the team on improving the chat experience.
• You will maintain collaborative relationships with key internal stakeholders.
• 
  Should be able to work during the North American Business hours.

What you will bring

• Over 5 years of experience in the customer support industry. Prior chat support experience is preferred.
• Approaches opportunities through a problem-solving lens, meticulous attention to detail, and is always open to collaborative feedback.
• Advanced understanding of how to use live chat to drive digital businesses.
• Comfortable with working during North American business hours.
• Strong communication, relationship building, strategic and interpersonal skills.

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What’s Great About Sophos?

• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.