Customer Support Team Lead

About PrettyDamnQuick (PDQ):With a recent $25 million Series A round from US-based based PeakSpan Capital, PDQ is scaling rapidly, already serving over 200 global customers. We’re building the future of checkout—blending machine learning, data intelligence, and automation to power the most advanced eCommerce experiences in the world.Each of us takes ownership over our domains while fostering tight collaborations and low ego. With a merchant-first approach, and driven by speed and innovation, we work hard to unlock lasting optimizations for independent brands fighting razor-thin margins.Job Overview:We are seeking a dynamic and experienced Support Team Lead to lead our Customer Support team, ensuring exceptional service delivery and customer satisfaction. The ideal candidate will have a strong background in customer support and service, excellent leadership skills,implementing process improvements, and a passion for delivering outstanding support experiences in a fast-paced SaaS environment. The candidate needs to have proven experience in scaling up support teams.Responsibilities:Develop and implement a strategic vision for the support department aligned with the company's goals and objectives.Lead and mentor a team of support representatives, providing guidance, coaching, and performance feedback to drive excellence.Design, implement and maintain support tools to enable workflows and measurement according to the team’s KPIs and support best practice.Identify inefficiencies in workflows and implement scalable solutions within the team and toolsEstablish, measure, and maintain service level agreements (SLAs) to ensure timely resolution of customer inquiries and issues.Collaborate with cross-functional teams including CSMs,R&D, , product, post-sale engineer, etc. to address customer concerns and improve product usability.Analyze support metrics and customer feedback to identify trends, drive process improvements, and enhance the overall customer experience.Develop and implement training programs to ensure support team members are equipped with the necessary skills and knowledge to deliver exceptional service.Stay current on industry trends, best practices, and emerging technologies in customer support to continuously improve service offerings.Act as an escalation point for complex customer issues, working closely with internal stakeholders to resolve them effectively.Make sure all PDQ’s customers gets the expected customer experienceRequirements:Qualifications:At least 2 years of experience in a customer support leadership role, in a SaaS or technology-driven environment.Proven track record of building and managing high-performing support teams that scaled. Including remote teamStrong verbal and written communication skills, with the ability to interact with technical and non-technical customers .Analytical mindset with the ability to leverage data to drive decision-making and process improvements.Experience working with support tools and systems such as Jira, Zendesk, or similar platforms.Excellent problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.Keen to learn, and able to cover gaps in situation of uncertaintyPassion for delivering excellent customer service and ensuring high satisfaction levels.Why Join PDQ?At PDQ, we're reshaping the future of eCommerce with creativity, innovation, and cutting-edge technology. Join a passionate team dedicated to solving complex challenges in a fast-paced, hyper-growth environment, where your ideas and skills can make an immediate impact!