Customer Support Lead

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Requirements:

• Experience: 3+ years in a customer support role, with at least 1 year in a leadership position, preferably in EdTech or online learning.
• Customer Focus: Strong empathy and passion for helping others, with proven ability to resolve customer issues effectively.
• Communication Skills: Exceptional written and verbal communication skills, focusing on clear, empathetic support.
• Problem Solving: Ability to think critically and solve problems quickly in high-pressure situations.
• Leadership Skills: Experience in managing and motivating remote teams.
• Process-Oriented: Strong organizational skills with a focus on optimizing workflows.
• Tech-Savvy: Proficient in customer support tools and project management systems.
• Education: Bachelor’s degree or equivalent experience in Business, Communications, or a related field.

Responsibilities:

• Lead Customer Support Team: Manage a remote team of support agents, providing guidance, training, and performance feedback.
• Develop and Optimize Support Processes: Create efficient support processes and workflows focusing on ticket management.
• Monitor and Report Metrics: Track key customer support metrics to identify areas for improvement.
• Manage Customer Feedback: Gather and analyze customer feedback for product improvements.
• Handle Escalations: Resolve complex issues and escalated customer inquiries.
• Collaborate Cross-Functionally: Work with Product, Marketing, and Engineering teams on insights and enhancements.
• Contribute to Self-Service Resources: Oversee development of FAQs and customer resources.
• Drive a Customer-Centric Culture: Instill customer empathy ensuring every interaction reflects SheCodes’ mission.