Customer Support Lead

We are looking for an experienced Customer Support Lead to manage and scale our support team, ensuring exceptional service delivery to our customers. This role involves leading a team, optimizing support processes, tracking performance metrics, and collaborating cross-functionally to enhance the overall customer experience.

Responsibilities

• Team Leadership: Manage, mentor, and develop the customer support team to ensure high performance and professional growth.
• Operational Excellence: Define and implement customer support workflows, policies, and best practices to improve efficiency.
• Customer Experience: Monitor customer interactions, provide guidance, and ensure high levels of satisfaction.
• Performance Tracking: Establish KPIs, analyze support data, and generate reports to drive continuous improvement.
• Cross-Department Collaboration: Work closely with Product, Engineering, and Sales teams to relay customer feedback and improve our offerings.
• Escalation Handling: Manage critical support cases, ensuring swift resolution and communication.
• Knowledge Base Management: Maintain and expand self-service resources to empower customers.

Requirements

• 3+ years of experience in customer support, with at least 2 years in a leadership role.
• Experience in B2B environments, preferably in tech or SaaS.
• Strong people management skills with a track record of leading teams to success.
• Proficiency in support tools like Zendesk, Intercom, or similar platforms.
• Ability to analyze data and implement strategic improvements.
• A customer-first mindset with a proactive approach to problem-solving.