
Customer Support Leader
1 week ago
Seeking a Technical Support Leader to spearhead customer service initiatives.
About the Role:
We are looking for an experienced professional with a strong background in customer support, excellent communication skills, and a passion for improving processes and outcomes.
Key Responsibilities include
- a self-motivated individual with a strong sense of ownership and a desire to enhance customer support processes and outcomes.
- Excellent written and verbal communication skills, with the ability to convey complex concepts clearly and professionally.
- A high degree of organization and the ability to manage multiple priorities in a fast-paced environment.
- Strong analytical skills with intermediate to advanced proficiency in Excel, experience working with large data sets, and identifying trends and resolving complex issues.
- Skilled at identifying root causes and structuring logical, data-backed recommendations for operational improvements.
- Detail-oriented with a commitment to accuracy, quality, and data security.
- Comfortable working cross-functionally and across time zones, with partial overlap with US business hours.
- Intermediate understanding of technical systems, APIs, and SQL.
- Experience working with support ticketing systems such as Jira Service Desk, reporting, and project configuration is a plus.
- Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B environment is preferred.
- 5 to 7 years of experience in SaaS technical support, customer operations, or similar project-focused roles.
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