Customer Support Lead
Customer Support Lead
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Job Description
- 60% of the role will be focused on working directly with customers
- 40% of the role is leading projects and initiatives (training team refining processes improving documentation and customer resources)
- Mentor and develop a team of customer support representatives fostering a highperforming customerfirrst culture
- Serve as the goto expert for resolving complex customer issues through handson troubleshooting and cross functional collaboration
- Ensure smooth onboarding resolve product inquiries and tackle technical challenges to enhance customer satisfaction and adoption
- Monitor key support metrics (e.g. response time CSAT) and implement strategies to drive continuous improvement
- Work closely with product engineering and operations teams to escalate and address technical issues and customer feedback
- Develop help center articles onboarding guides and internal process documentation to streamline workflows and elevate the customer experience
- Advocate for customer needs and insights to influence product development and service improvements
- Analyze customer feedback to proactively address recurring issues and suggest process or product enhancements
- Recommend new tools workflows and training opportunities
Requirements
- We re looking for someone excited to work onsite with them five days/week fostering inperson collaboration and team synergy
- 2 years in a similar customer support function (preferably in SaaS or a startup)
- Previous experience with customer support including team leadership
- Strong service orientation with exceptional communication interpersonal and problemsolving skills
- Proven ability to analyze support data and implement improvements
- Comfortable with support tools and CRM systems (ideally Salesforce) with a knack for troubleshooting software applications
- Passion for fostering team collaboration and delivering innovative customer experiences
- Willingness to provide leadership support during peak times including evenings or weekends if needed
Benefits
- A chance to be part of a trailblazing team in a highgrowth startup
- Strong support from the team to achieve your targets
- 3 weeks vacation
- A vibrant collaborative culture that fosters innovation and growth
- Joining a rapidly scaling growing company with a profitable business model and significant market expansion
Previous experience in sales or a strong desire to enter the sales field, with phone or door-to-door sales experience being a plus. Excellent verbal and written communication skills, with the ability to craft clear and effective messages. A tenacious attitude with the resilience to handle rejection and maintain a positive outlook when reaching potential clients. Strong organizational skills to manage a high volume of leads and multitask effectively in a fast-paced environment. Comfortable using or learning CRM systems and sales automation tools to maximize efficiency. A desire to learn, grow, and contribute to a collaborative team environment. Motivated by exceeding targets, with a proven track record of consistently over-achieving quota. Ability to analyze data to track the effectiveness of outreach efforts and make necessary adjustments. A bachelor's degree in business, marketing, or a related field is preferred but not required.
Employment Type
Full Time
Company Industry
Financial Services / Insurance Agencies and Brokerages / Investment Banking
