
Chief Customer Experience Manager
2 hours ago
The Product Support Lead plays a crucial role in ensuring customer satisfaction by overseeing and optimizing support operations.
This involves leading and managing the Customer Support team, focusing on delivering exceptional support and technical assistance to our customers through proactive problem-solving and efficient resolution of escalated issues.
The ideal candidate will have excellent troubleshooting, presentation, and documentation skills, as well as strong verbal and written communication skills.
- Key Responsibilities:
- Identify and measure metrics for customer support teams (SLAs, 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.
- Recruit, train, and manage a team of product support specialists.
- 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.
- Competitive compensation package and benefits.
- Opportunity to work closely with and be part of a truly amazing team.
- Chance to join a fast-growing company early and make a difference.
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