SmartLead.AI-Customer Support-Technical Lead

Technical Support Lead - JD (Support Manager) Location: RemoteDepartment: Customer SupportReports To: Head of Support About Us: Smartlead is a cutting-edge platform designed to transform a company's cold email outreach into a consistent revenue-generating machine. Smartlead empowers businesses to enhance their engagement with prospective customers, efficiently driving revenue growth. With a global presence and a rapidly expanding customer base, Smartlead has become one of the fastest-growing Sales Tech platforms, supporting 16,000 businesses worldwide, sending 14 million emails every day. Job overview: As a Support Team Leader / Support Manager , you will be responsible for managing the support team, ensuring timely and high-quality resolution of customer queries, and collaborating with engineering and product teams to enhance customer experience. You will play a key role in maintaining SLAs, managing escalations, and continuously improving support operations. Key responsibilities: Oversee day-to-day operations of the support team, ensuring efficient handling of support tickets and customer inquiries. Monitor and manage support queues, team rosters, break schedules, and shift planning to maintain optimal coverage. Handle customer escalations professionally, ensuring timely resolution and customer satisfaction. Collaborate with the engineering and product teams to provide feedback on recurring issues and suggest improvements to reduce ticket volume. Ensure adherence to SLAs and key support metrics (response time, resolution time, CSAT, etc.). Coach, mentor, and develop support agents to enhance performance and customer service skills. Conduct regular performance reviews and provide constructive feedback to the team. Analyze support data and trends to identify areas for improvement and implement process optimizations. Drive initiatives to improve the customer support experience through automation, documentation, and self-service resources. Own the post-support retrospective process, identifying gaps and working cross-functionally to address them. Maintain an in-depth understanding of Smartlead's platform and cold emailing best practices to support the team effectively. Ensure team members take ownership of tickets, following up with engineering and customers until resolution. Aggregate common user questions into the Help Desk with thorough guides, videos, and articles. Collect and manage feature requests from customers, ensuring they are logged appropriately for the product team. Requirements Experience: 5+ years in customer support with at least 2 years of team management experience , preferably in a SaaS or tech environment. Skills: Strong leadership, team management, and conflict resolution skills. Technical Knowledge: Familiarity with support tools (Zendesk, Freshdesk, Gleap, etc.) and ticketing systems. Communication: Excellent written and verbal communication skills. Problem-Solving: Ability to analyze complex issues and collaborate with cross-functional teams to resolve them. Customer-Centric Mindset: Passion for delivering a great customer experience and driving improvements. Flexibility: Ability to work in a fast-paced, evolving environment and manage multiple priorities. Understanding of cold email campaign strategies and outreach best practices is a plus. Prior experience working in a startup environment is a bonus. Availability to work in rotating shifts, including night shifts, as needed. Why Join Smartlead.ai? Opportunity to work with a dynamic and growing AI-powered platform. A collaborative and customer-first work culture. Career growth opportunities in a fast-scaling company. Competitive salary and benefits package. If you're passionate about customer success and have experience leading support teams, we'd love to hear from you Apply now and be a part of Smartlead.ai's journey in redefining lead generation.