Customer Success Lead
1 day ago
WrkSpot is a cutting-edge technology company that's revolutionizing hotel operations by seamlessly integrating operations with labor management and compliance at the property level and across multiple properties, all in a single SaaS solution. We harness the latest technologies, including IoT and AI, to transform hotels into smart properties, empowering hotel owners, managers & management companies across the US to better connect, collaborate, and document across roles and teams, increasing efficiency, effectiveness, and visibility into what's happening at their properties. Learn more about our innovative approach on our website.
Salary InformationThe estimated annual salary for this role is $120,000 - $180,000, depending on experience and qualifications.
Job DescriptionWe're seeking an exceptional Customer Success Lead – Technical Support Specialist to develop and improve our service desk operations, managing a shift for US customer support tickets. Key responsibilities include:
- Establishing and upholding high standards for customer service, ensuring timely and effective resolution of technical issues while maintaining clear communication with users;
- Analyzing team performance data to identify areas for improvement, implementing best practices and training programs to enhance service efficiency and user satisfaction;
- Serving as a liaison with our sales and product engineering teams, collaborating on operational goals;
- Resolving customer issues, building and maintaining strong relationships with the customer base in our tool Zendesk and Jira;
- Identifying product/feature opportunities based on customer input and collaborating with development, engineering, and UX to advocate, prioritize, and represent the customer;
- Managing and regularly reporting on NPS metrics;
- Supporting the creation of help desk articles;
- Serving as the company SME on industry trends/practices and competitive landscape;
- Building and managing your L1 and L2 team with a focus on engagement, collaboration, and execution.
To succeed in this role, you'll need:
- At least 10 years of hands-on experience in customer success, customer service, and/or technical support roles, including supervisory experience within or supporting the hospitality arena;
- Strong problem-solving and communication skills, with a passion for fast and accurate resolution of customer issues and adherence to SLAs;
- Strong technical aptitude, with experience supporting SaaS environments;
- Able to cultivate strong relationships with customers who rely on your support to stay operational, collaborate effectively with engineers for problem-solving, and engage with various teams within WrkSpot;
- Ability to balance across multiple projects and different types of work;
- Effective written and verbal communication skills;
- Patient under pressure, with flexibility and a can-do attitude essential for success in this fast-paced startup environment;
- Experience with Jira and Zendesk recommended, as you'll use both daily in this role.
We're an Equal Opportunity and Affirmative Action employer, committed to diversity, equity, and inclusion. We welcome candidates from diverse backgrounds and encourage applications from qualified individuals. At WrkSpot, we're passionate about innovation, teamwork, and making a meaningful impact in the hospitality industry. Join us in shaping the future of hotel operations and creating a better tomorrow for our customers, partners, and communities.
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