Customer Experience Solutions Leader

4 days ago

guntur, India beBeeCustomerSupport Full time

Customer Support Team LeadThe role of a Customer Support Team Lead is pivotal in ensuring a high-quality support experience for our members. It involves overseeing and scaling the global member support function, guaranteeing responsive, professional, and timely assistance as they engage with us.Key Responsibilities:Manage day-to-day support operations: issue triage, onboarding, and platform troubleshootingLead and mentor support staff and freelancers as the team expandsMaintain support service level agreements (SLAs) and quality standards across all member interactionsServe as point of escalation for complex or high-priority member issuesDevelop and improve internal documentation, FAQs, and onboarding resourcesMonitor and report key performance indicators (KPIs) to leadership, such as response time, resolution rate, and satisfaction scoresCollaborate closely with platform, directory, and community teams to ensure seamless user journeysThis position requires 4+ years of experience in customer support or member services, with 1–2 years in a leadership role. Proficiency in tools like HubSpot Service, Intercom, Zendesk, or similar platforms is also necessary. The ideal candidate should be comfortable working in fast-paced environments and possess strong written and verbal communication skills with a clear and professional tone.Required Skills and Qualifications:Customer Support ExpertiseLeadership and Team ManagementEffective CommunicationHubSpot Service and Similar ToolsIntercom and ZendeskFast-Paced Work Environment

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