Customer Support Team Lead
4 weeks ago
We are seeking a highly motivated and experienced Customer Support Specialist to join our team at Integrate. As a key member of our customer-facing team, you will play a crucial role in ensuring customer satisfaction and loyalty.
Key Responsibilities:- Act as a point of escalation for complex customer issues, troubleshooting problems, and resolving them in a timely manner by liaising with all stakeholders involved.
- Lead a team of Customer Support Specialists, including providing guidance, support, and ongoing training, mentoring, and coaching to ensure their success.
- Collaborate with cross-functional teams, including Product Management and Engineering, to address and resolve technical issues reported by customers.
- Continuously improve customer support processes and workflows to enhance efficiency and customer satisfaction.
- Develop and maintain knowledge base resources and documentation for both internal and external use, including training and process documentation.
- Monitor and analyze customer support metrics and key performance indicators to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Collaborate with the Sales, Professional Services, Customer Success, and Onboarding teams to ensure smooth onboarding of new customers and provide ongoing support to existing customers.
- Provide product training and support to customers as needed.
- Stay up to date with industry trends and best practices in omni-channel customer support and SaaS platforms.
- 9+ years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles.
- A passion for servicing customers and troubleshooting.
- A strong sense of accountability and quality.
- Experience managing team members that are remote and located in different time zones.
- Strong leadership and coaching skills.
- Experience working with SaaS companies.
- Strong judgment, decision-making, drive, and insightful analytic skills.
- Process-oriented, but also flexible, knowing when processes need to change or evolve.
- Ability to prioritize work and assess risk, while delivering a high-quality customer experience.
- Strong technical acumen and knowledge.
- API and integration experience.
- Ability to code (coding as a hobby, experience coding, etc.).
- Experience in developing and implementing support strategies.
Why Integrate?
We are a company that values great customer support and takes pride in our regular customer satisfaction praise. As a Customer Support Specialist at Integrate, you will have the opportunity to work with a talented team and make a real impact on our customers' experiences.
What We Offer:
We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply.
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