Shift Lead, Product Support (Flexible Schedule Model)

Relativity Poland sp. z o.o. is hiring a Shift Lead for the Product Support team. The role supports global coverage with flexible 8-hour shifts scheduled within time windows from 6am to 12am CEST. The Shift Lead reports to the Manager of Product Support and works closely with Senior Shift Lead, Support Management, and Workforce Management teams.

Preferred Qualifications:

• 2+ years of experience working in Relativity or e-discovery and/or 2+ years of experience in Technical Customer Support
• Experience with SQL and Windows platform, and/or troubleshooting complex technical issues
• ITIL certification

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience
• 3+ years in a role interacting with customers, or equivalent education
• Experience supporting clients as primary point of contact via phone and email
• Exceptional customer service, written and verbal communication skills
• Process-oriented with ability to drive efficiency and improvement strategies
• Experience with contact centers, workforce management, and meeting service level targets
• Ability to work efficiently under pressure, drive projects to completion, and meet deadlines
• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives
• Meticulous attention to detail
• Experience using ITIL methodology

• Oversees daily staff activities of the Product Support team
• Manages and coordinates urgent and complicated support issues; acts as escalation point for all requests and incidents
• Monitors and manages Service Level Agreements to set expectations and measure performance
• Ensures smooth operational transition from one shift to the next to meet teamwide performance goals and address ongoing customer needs
• Advises management on situations requiring additional support or escalation
• Manages processes for communicating outage/emergency activities
• Monitors employee work schedules and provides backup support as needed
• Monitors and manages the ticket queue and assigns tickets to technicians
• Ensures escalations from various channels are acknowledged, investigated, and assigned promptly considering priority and customer impact
• Maintains flexibility to work any shifts, on-call schedules, or other time frames as needed
• Ensures policies and procedures are followed for creating, updating, escalating, transitioning, resolving, and closing support tickets
• Maintains attention to detail for team-wide categorizing and documenting of tickets for accurate reporting and historical data maintenance
• Accurately tracks hours worked daily
• Demonstrates commitment to core company values
• Works rotational shifts including nights, weekends, and public holidays as scheduled

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected basis, in accordance with applicable law.