Subject Matter Expert - Sales & Tech Lead

At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Sales & Tech Lead/SME who will assist the Team Manager to lead, develop and motivate a high-performance team of support professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! 

As a Sales and Tech Lead, you will set the path to success by managing performance and service quality to guarantee customer satisfaction and meet revenue.

Leads in this role get to: 

Empower the Work:

Provide Sales and Support to team members through:

• Updating the team on a need-to-know basis with the most up-to-date product and process information.
• Identify and escalate cases requiring engagement levels within the next level of support.
• Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
• Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.
• Hybrid setup (Remote/WOS, if applicable)
  • Primary – WOS

Provide Subject Matter Expertise through:  

• Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
• Provide real-time support on Slack, Zoom or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
• Respond to advanced inquiries of a technical nature through cases management.

Impact the bottom line:  Will review daily operations report to:

• Identify, investigate, and research opportunities based on the report.
• Participate in activities designed to improve Customer Satisfaction and Business Performance
• Review Open Cases and Sales Leads/Opportunities
• Review the state of high priority cases.

Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.

Take the lead: Willing to take it upon themselves to 1) Handle escalated calls or chats 2) Conduct Tech Sales Sessions 3) Lead Pre/Post Shift Huddles in case Team Manager is not available.

Our most successful candidate must have: 

• Ability to speak Mandarin and Cantonese, preferably native speaker.
• Good English-Speaking Skills, B1 or above Level required.
• No active disciplinary actions or PIP
• Extensive knowledge of GoDaddy policies and processes
• Exceptional attendance record
• Meet or exceed 6-month monthly scorecard “PDP.”
  • Meeting or exceeding LOB’s critical metrics: NRPC & NPS
• Achieved Exceeds Most or Clearly Exceeds FY23 PDP rating.
• Completed
  • Hosting Level 1 & Level 2
  • Productivity Level 1 & Level 2
• Sales Minded:
  • Able to promote sales strategies to achieve business goals while providing technical support assistance.
• Must be coachable and open-minded.
• Ability to promote GoDaddy’s fun, and energetic culture.
• A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

All your information will be kept confidential according to EEO guidelines.