
Senior Customer Experience Advocate
14 hours ago
The Technical Customer Support Lead is a critical role that requires exceptional customer service skills and the ability to communicate complex technical concepts in a clear and concise manner.
Key responsibilities include:
- Providing timely and effective customer support through various channels such as phone, email, and chat.
- Resolving customer complaints and issues in a professional and courteous manner.
- Collaborating with cross-functional teams to identify and resolve root causes of customer issues.
- Analyzing data and trends to improve customer support processes and outcomes.
Requirements:
- 5-7 years of experience in SaaS technical support, customer operations, or similar project-focused roles.
- Intermediate understanding of technical systems, APIs, and SQL.
- Experience working with support ticketing systems such as Jira Service Desk; reporting and project configuration experience is a plus.
- Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B environment is preferred.
This role requires a strong sense of ownership, a passion for improving customer support processes and outcomes, and the ability to work independently with minimal supervision.
Preferred skills: Advance Excel, SQL, JQL, SLA, Customer Support.
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