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Customer Support Team Lead
hace 2 meses
About the Role
We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Importante Empresa. As a Customer Support Team Lead, you will be responsible for leading a team of customer support specialists and driving the success of our customer support function.
Key Responsibilities
- Lead and coordinate the customer support team to ensure excellent customer service and support.
- Set goals and expectations for each team member and monitor their performance.
- Act as a point of escalation for the customer success team and customers.
- Drive productivity and performance to overachieve customer support goals.
- Review cases and provide appropriate feedback to support specialists.
- Drive changes that improve customer support-related processes.
- Collaborate with other teams to implement new processes, training for the team, or solve issues.
- Maintain a healthy and friendly atmosphere in the team.
- Initiate processes involving pivoting customer feedback toward product development and improvement.
- Actively coordinate customer success team flows with product and marketing updates.
- Focus on proactive rather than reactive approach.
- Create the customer success part of improving and developing the product so that users' voices are loud and clear.
- Ensure that changes on the product and marketing sides are always intertwined in customer support processes.
Requirements
- Prior experience in a lead role in customer support.
- Experience with geographically remote teams is a distinct advantage.
- Customer Service (or Technical Support) experience in IT is a must; experience with SaaS products will be an advantage.
- Excellent English (Advanced).
About the Team
We are a rapidly growing company in the local SEO sphere and have achieved impressive results developing the toolkit for local businesses. We are looking for a Customer Support Team Lead to join our team and grow the business together within a stable and growing public company.
What We Offer
- Flexible working day start.
- Health insurance coverage.
- Working from a modern coworking space (or working from home).
- Internet coverage (up to 30 eur/month).
- Corporate events.
- Annual paid vacation (22 working or 30 calendar days).
- Training, courses, conferences.
- English and Spanish courses.
- Gifts for employees.
