
Product Experience Lead
3 days ago
Job Overview
We are seeking an exceptional leader to oversee and optimize our support operations, ensuring customer satisfaction.
The ideal candidate will have a customer-centric approach, excellent communication skills, and the ability to effectively collaborate with cross-functional teams.
Key Responsibilities:
- Lead and manage the Customer Support team, focusing on delivering exceptional support and technical assistance to customers.
- Ensure a high-quality customer experience through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.
- Identify and measure metrics for customer support teams (SLA's, CSAT, Response and Resolution Time).
- Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).
- Monitor and maintain service level agreements (SLAs) for support response and resolution times.
Requirements:
- Bachelor's degree or equivalent experience in Computer Science or related field.
- 4+ years of experience in Customer Support for a B2B SaaS platform company.
- Excellent troubleshooting, presentation, and documentation skills.
- Excellent verbal and written communication skills.
- Ability to prioritize issues based on complexity and severity.
Benefits
- Competitive compensation package and benefits.
- Work closely with and be part of a truly amazing team.
- Challenge yourself and take your career to the next level.
About This Role
This role is a fantastic opportunity to work in a fast-growing company and make a real impact on customer satisfaction. If you're passionate about delivering exceptional support and leading a team, we'd love to hear from you.
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