The POS Support Team Lead will be responsible for leading a team of point-of-sale (POS) specialists who provide One to One technical support to customers and employees using POS systems. The successful candidate will have experience in KPI management, training, and providing technical support.
Essential Duties and Responsibilities
Lead a team of POS specialists to provide technical support to customers and employees using POS systems.
Develop and manage KPIs for the team and ensure that targets are met.
Provide regular feedback to team members on their performance, including coaching and mentoring.
Conduct regular training sessions for the team to ensure they are up-to-date with the latest technologies and industry trends.
Collaborate with other departments, such as Merchant Services and Sales, to ensure that POS systems are working efficiently and effectively.
Monitor and analyze data to identify trends, issues, and opportunities for improvement.
Develop and maintain standard operating procedures for the team to ensure consistency and efficiency.
Participate in the recruitment and selection process for new team members.
Manage team schedules and ensure adequate staffing levels to meet customer needs.
Ensure that the team maintains a high level of customer service and professionalism.
Requirements:
Bachelor's degree in Computer Science, Information Technology, or related field.
At least 2 years of experience in technical support and KPI management, preferably in a POS environment.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Experience in training and coaching team members.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Knowledge of POS systems and related technologies.
Flexibility to work outside of regular business hours, as needed.
Mandarin speaking is required and restaurant experience is a plus.