Customer Support Team Lead
2 days ago
**Job Title:** Technical Customer Support Lead
We're seeking a seasoned professional to lead our customer support team and drive impactful results. The ideal candidate will be a skilled technical problem-solver with excellent communication skills, able to manage multiple priorities in a fast-paced environment.
The role requires comfort working cross-functionally and across time zones, with partial overlap with US business hours. Intermediate understanding of technical systems, APIs, and SQL is necessary. Experience working with support ticketing systems like Jira Service Desk and familiarity with customer invoicing, billing, or finance operations are pluses.
Responsibilities:
- Lead the customer support team to deliver exceptional service and drive positive outcomes.
- Manage multiple priorities in a fast-paced environment, ensuring timely resolution of complex issues.
- Analyze data to identify trends and improve customer support processes.
- Develop and implement strategies to improve customer satisfaction and loyalty.
Requirements:
- 5-7 years of experience in SaaS technical support, customer operations, or similar project-focused roles.
- Excellent written and verbal communication skills.
- Strong analytical and organizational skills.
- Ability to work in a team environment and adapt to changing circumstances.
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