AI and Copilot Team Lead, Microsoft 365

About the Opportunity

Join Shakers to help millions of customers maximize their use of Microsoft 365 products with Copilot. This is a global, remote opportunity.

About Us

We are dedicated to providing unparalleled technical support and advisory services to Microsoft 365 commercial customers worldwide. Our mission extends beyond problem-solving; we empower clients to fully leverage Microsoft technologies, including AI and Copilot, through product-led growth interactions. Operating 24/7, we set the standard for service excellence, innovation, and client relationships. Your contributions are vital to the success and growth of our clients and our organization.

About The Role

As a visionary AI and Copilot Team Lead, Microsoft 365, you will spearhead our global, remote team, driving exceptional service delivery, customer satisfaction, and product-led growth (PLG) within Microsoft 365 technologies. This role demands deep expertise in Microsoft 365 and a dynamic approach to leadership within a remote, gig-based workforce. We seek extraordinary leaders in remote team management, technical support, and product-led growth, who are brilliant innovators and experimenters.

Responsibilities

• Lead a global, remote team of technical specialists, ensuring top-notch service and adherence to productivity and scheduling standards.
• Embrace the dynamic gig economy, fostering a culture of flexibility, innovation, and continuous learning.
• Drive Product-Led Growth (PLG) by empowering your team to harness Microsoft technologies, aligning with strategic objectives.
• Champion diversity and inclusion, creating an environment where every team member feels valued and empowered.
• Maintain a proactive approach to case management, backlog minimization, and customer satisfaction.
• Collaborate with Operations Leads to share insights, best practices, and drive continuous improvement across teams.
• Implement outcome-based performance metrics, ensuring team alignment with organizational goals and customer needs.

Additional Expectations

• Strong experience in the use of AI-related tools including Copilot.
• Demonstrate exceptional problem-solving skills, anticipating challenges and implementing proactive solutions.
• Exhibit mastery in change management, adeptly guiding your team through technological and procedural shifts.
• Maintain a relentless focus on technical and service excellence, setting and exceeding industry benchmarks.
• Engage in strategic planning and execution, ensuring alignment with broader organizational goals and customer needs.
• Act as a champion for diversity and inclusion, fostering an environment where every team member feels valued, heard, and empowered to contribute.

About You

• Extensive experience leading high-performing, remote technical support teams, with profound knowledge of Microsoft 365 technologies.
• Outstanding leadership capabilities, with a talent for coaching, mentoring, and connecting with a globally dispersed team.
• A track record of driving customer satisfaction, operational efficiency, and team productivity to unprecedented levels.
• Advanced analytical skills, with a knack for managing product-led growth trackers and safeguarding data integrity.
• Superior communication and interpersonal skills, able to inspire team members and drive them towards achieving and surpassing targets.
• Adaptability and flexibility, capable of thriving in a fast-paced, 24x7 global operation.
• Understanding of Product-Led Growth concepts.
• A deep-seated passion for technology, especially Microsoft products, and a commitment to fostering team growth and development.

What We Offer

• The flexibility to work remotely from anywhere in the world.
• A company that prizes diversity, inclusion, and staff well-being.
• A challenging and rewarding role with direct impact on client success.
• A dynamic team with opportunities for professional and personal growth.
• A competitive compensation package reflecting your experience and value.

Key skills/competency

• AI Tools & Copilot
• Microsoft 365 Expertise
• Remote Team Leadership
• Technical Support Management
• Product-Led Growth (PLG)
• Customer Satisfaction
• Change Management
• Performance Metrics
• Coaching & Mentoring
• Global Operations