Customer Experience Team Leader

About Guidde:

Today, making a single video requires multiple tools, multiple people, and sometimes weeks of work.

Using Guidde, anyone in an organization can create, edit, and publish video and documentation for any software in less time than it takes to brew a cup of coffee.

We serve customers of all types and sizes, from small businesses to large enterprises. Our platform is designed to be flexible and scalable, catering to the unique needs of startups, educational institutions, and multinational corporations alike.

About the role:

Guidde is looking for a Customer Experience Team Leader to play a crucial role in building and leading our customer experience team. The team leader will be responsible for the overall customer experience and ensuring that all customer inquiries are handled effectively and in a timely manner. The role requires strong leadership skills, excellent communication skills, and a deep understanding of customer service best practices.

Hands-on experience and a willingness to work closely with customers are essential for this role, as well as the ability to collaborate closely with other internal teams, such as product development, engineering and marketing to ensure a seamless customer experience throughout the entire customer journey.

Requirements: 

• Native English Speaker or comparable (spoken and written English must be mother-tongue level)
• 1+ years' experience leading a Customer Support team in a PLG SaaS environment 
• 3+ years' experience in providing hands-on support
• Strong leadership and communication skills
• A proactive problem solver with strong technical skills
• Experience working with Hubspot and Intercom
• Strong analytical skills and a data-driven approach to decision making
• Experience managing offshore/outsourced support agents - an advantage
• Experience with video tools - an advantage

CVs in English only!