Team Lead - Customer Onboarding and Platform Support

Job Title: Team Lead - Customer Onboarding and Platform Support

Location: Farmington, MI (Remote)

Primary Language: English

Secondary Language: Spanish / Portuguese (Not a must-have requirement)

Support Hours: EST and PST time zones

Purpose of the role:

The Team Lead will manage and guide a team responsible for customer

onboarding and platform support for Cisco IQ. The role will ensure customers are supported

through setup, telemetry enablement, platform activation, adoption tracking, and issue resolution

while minimizing onboarding challenges and improving customer experience. This is aligned with

the analyst role purpose of acting as a bridge between Cisco and customers during the early

customer lifecycle

Scope of Work:

• Lead day-to-day onboarding and platform support activities for Cisco IQ customers.
• Guide the team in supporting customers through setup, telemetry enablement, and
• platform activation.
• Monitor customer interactions across phone, email, and webinars to ensure timely
• guidance and query resolution.
• Track onboarding progress, adoption metrics, customer engagement records, and support
• activities.
• Review reports and dashboards to identify blockers, trends, and improvement
• opportunities.
• Coordinate with cross-functional teams to address customer issues and improve
• onboarding outcomes.
• Support team members in handling escalations, follow-ups, and customer communication.
• Ensure adherence to user lifecycle processes such as onboarding, access modification,
• and offboarding.
• Drive team productivity, process compliance, quality of customer interactions, and timely
• closure of assigned activities.
• Capture customer feedback and share actionable insights with internal stakeholders to
• improve customer outcomes.
• Manage daily, weekly performance review with internal and client stakeholders

Job Description

Should Have:

• 5-7 Years of professional experience in customer service, with at least 2 years of team
• leader experience, managing a team, handling escalations and SLA performance.
• Experience in customer onboarding, customer support, platform operations, service desk,
• or account management.
• Strong understanding of customer onboarding and user lifecycle management processes,
• including onboarding, access modification, and offboarding.
• Hands-on experience with user provisioning, identity and access management, or account
• administration tools.
• Excellent verbal and written communication skills with the ability to engage customers and
• stakeholders effectively.
• Experience in reporting, tracking, and data analysis using Microsoft Office tools, especially
• Excel, PowerPoint, and reporting dashboards.
• Strong problem-solving and analytical abilities to identify onboarding issues and support
• timely resolution.
• Customer-facing experience with a customer-centric approach.
• Ability to coordinate with cross-functional teams and manage multiple priorities in a fast
• paced environment.
• Basic understanding of technology and networking concepts, with the ability to understand
• platform workflows and customer requirements.
• Good to have:
• Familiarity with Cisco Meraki, Webex, Intersight, SD-WAN, or similar enterprise technology
• platforms.
• Exposure to CRM tools, customer management platforms, and adoption tracking
• processes.

Behavioral competencies:

• Ownership mindset with strong accountability for tracking, reporting, and follow-ups.
• Proactive approach to issue identification, escalation, and resolution.
• Collaborative working style with the ability to coordinate across teams and stakeholders.
• Strong organizational skills and ability to manage competing priorities.
• Customer-first mindset with focus on adoption, engagement, and service quality.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.