Job Description

Introduction: The Team Leader plays a crucial role in overseeing the Certification Learner Support Specialist team within the Adobe Experience Cloud Certification Program. This position is responsible for leading and guiding the team to ensure exceptional support is provided to learners as they navigate their certification journey within the Adobe Digital Experience Cloud ecosystem.

Infrastructure:

• Adobe Digital Experience Cloud Certification Learning Center
• Adobe Experience League Community Forum

Essential Duties and Responsibilities:

• Provide leadership and mentorship to the Certification Learner Support Specialist team, ensuring they deliver exceptional customer service on the Adobe Experience League community forum.
• Oversee the support provided to users of the Adobe Digital Experience Cloud certification learning center, collaborating closely with operational and technical support teams to resolve student inquiries promptly.
• Coach and train Certification Learner Support Specialists to enhance their skills in customer service, technical support, and product knowledge.
• Ensure that team members are properly supported, engaged, and motivated by providing regular feedback, recognition, and opportunities for professional development.
• Analyze data and performance trends within the team, generating insights to identify areas for improvement and optimize support processes.
• Encourage a culture of continuous improvement within the team, aiming for one-response resolution, efficiently routing cases, and monitoring client communication intake.
• Work closely with leadership to troubleshoot issues faced by learners, identifying root causes and prioritizing solutions effectively.
• Document team interactions and performance metrics to facilitate issue resolution, follow-up, and performance evaluation.
• Assist in the development and facilitation of team events, training sessions, and knowledge-sharing initiatives to enhance team capabilities.
• Collaborate with cross-functional teams to create and update reference materials and tutorials to support both support agents and students.
• Monitor support trends to identify common issues, implement process improvements, and report on support metrics to management

Other Responsibilities:

• Ensure adherence to Adobe Experience League and Adobe Digital Experience Certification program policies and procedures within the team.
• Maintain confidentiality of company and personnel information, setting an example for the team to follow.
• Foster a commitment to the mission and values of the Adobe Digital Experience Certification Program among team members.
• Uphold company attendance standards and ensure adequate coverage within the team.

Competencies:

• Strong leadership skills with the ability to motivate and inspire team members, including coaching and mentoring support specialists to excel in their roles.
• Excellent communication and interpersonal skills, with a focus on engagement and fostering a positive team environment.
• Professionalism, courtesy, and a service-oriented demeanor, exemplifying exceptional customer service in interactions with learners and team members alike.
• Effective multitasking abilities in a fast-paced environment, with a keen eye for process improvement to streamline support operations and enhance customer satisfaction.
• Quick learning and problem-solving skills, with the ability to adapt to changing circumstances and drive continuous improvement initiatives across the team.

Education and/or Experience:

• Bachelors degree in relevant fields such as digital marketing, cloud architecture, or programming.
• Previous experience in leadership roles, preferably in customer service or technical support environments, with a demonstrated track record of successfully handling teams.
• Completion of specific Adobe courses is preferred, with a preference for Adobe Certified certification holders.

Computer/Equipment Skills:

• Familiarity with Windows OS and basic computer troubleshooting.
• Knowledge of Microsoft Office suite, Adobe suite preferred.