
Customer Experience Lead
2 days ago
We are seeking an experienced professional to lead our customer support team. The successful candidate will be responsible for overseeing and optimizing support operations, ensuring a high-quality customer experience through proactive problem-solving and efficient resolution of escalated issues.
The ideal candidate will have a strong understanding of customer needs and expectations, excellent communication skills, and the ability to prioritize issues based on complexity and severity.
- Provide effective and timely support to customers
- Foster a customer-centric culture within the support team
- Lead and inspire a team of support professionals to achieve performance goals
Responsibilities:
- Identify and measure metrics for customer support teams (SLA's, 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
- 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
- Competitive compensation package and benefits
- Opportunity to work closely with a truly amazing team
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