Team Lead, TSE

Description

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favourite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organisations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organisation. With Confluent, organisations can create a central nervous system to innovate and win in a digital-first world.

We’re looking for self-motivated team members who crave a challenge and feel energised to roll up their sleeves and help realise Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.

About the role

The GTS Team Lead is a senior member of the GTS organization with a desire to serve as a leader on the team and as a Team Lead (TL), you will: 

• Provide informal and formal (for example 1x1s) mentorship for TSEs  
• Assist Support Manager in the management of the Support queue to help ensure cases are being distributed efficiently across the team and worked in accordance with our quality standards
• Serving as a mentor to team members during onboarding in matters related to:
• Queue management
• Soft Skills advice
• Escalating to engineering
• Shadow and assist TSEs on customer calls 
• Regular 1:1 with other TSEs to monitor progress, review recent/current cases and provide guidance during onboarding phase
• Provide input to the regional GTS manager for talent management conversations such as promotions and performance management
• Collaborate with the GTS leadership team on continuous improvement and the evolution of GTS programs 
• Assist the regional GTS manager in administrative tasks and reporting
• Take the lead on process improvement, documenting it, and consolidating the learnings from the team
• Share best practices with the team and drive adoption of those
• Take ownership for the technical onboarding of new TSE team members and serve as a senior mentor to onboarding TSEs
• Provide “Manager escalation” coverage when the regional manager requires backup 
• Organizing “Regional Daily Standups” and regional “Soft Skills” meetings in your region
• Schedule consistent recurring meetings
• Establish an agenda for Soft Skills
• Record and Publish all meeting minutes

A typical week at Confluent in this role may involve… 

• Working with the support manager and Escalation Management team to manage critical customer issues to drive root-cause and coordinate internal and external teams
• Engaging with the Support Manager to coach and assist the team on providing an exceptional support experience for our customers 
• Surfacing learnings from your accounts and using those to improve the TSE program as a whole
• Engaging together with the Support Manager to coach and mentor the team, with an emphasis on career development and growth
• Interviewing TSE candidates
• Enabling new hires through training, shadowing, and reverse shadowing 

• Helping to coordinate training and onboarding  for new hires 
• Maintain and ensure all content is current
• Enhance and create new content as Confluent Platform/Confluent Cloud evolves
• Review technical enablement sessions with TSEs
• Secure engineering resources for deep dives on new products or features when applicable

• Participating in cross-functional projects to drive product and process improvements 

Required skills and experience… 

• Best in class soft skills and coaching ability 
• Has the “heart of a teacher” with empathy and patience
• Collaborative team player
• Constant eye for improvement
• Interest in eventually growing into a people manager 
• Experience in resolving customer issues
• Desire to make customers successful through direct interaction
• High level of organ

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

Click HERE to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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