We are seeking a highly motivated and experienced Customer Support Lead to join our dynamic team. As the Customer Support Lead, you will be responsible for managing a team of customer support representatives and ensuring that our clients receive top-notch support and assistance with our software products. You will play a critical role in maintaining customer satisfaction and fostering positive relationships with our users.

What will you do?

- Develop and implement customer service policies, procedures, and standards to ensure effective and efficient resolution of customer issues and inquiries

- Monitor and analyze customer support metrics and KPIs to identify trends, areas for improvement, and opportunities for enhancing the overall customer support experience

- Handle escalated customer issues and complaints, ensuring timely and effective resolution while maintaining a high level of professionalism and customer satisfaction

- Collaborate with cross-functional teams, including product development and sales, to communicate customer feedback, identify product improvement opportunities, and contribute to the enhancement of our SaaS software products

- Build, lead and coach a team of customer support representatives, setting clear performance objectives and providing regular feedback and performance evaluations

- Conduct regular training sessions to ensure that the customer support team is equipped with the necessary product knowledge and skills to deliver exceptional service to our clients

- Continuously assess and refine the customer support process to streamline operations and enhance overall efficiency

Qualifications:

- Bachelor's degree in business, communications, or a related field.

- A relevant combination of education and experience will also be considered

- Proven experience (3+ years) in a customer support role, preferably in a SaaS software company

- Strong leadership skills with a demonstrated ability to inspire and motivate a team to achieve excellent results

- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams

- Proficient understanding of customer support software and tools, including CRM systems and helpdesk platforms

- Analytical mindset with the ability to interpret data and metrics to drive strategic decision-making and process improvements

- Strong problem-solving skills and the ability to handle challenging situations with a customer-centric approach.

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