Customer Support Team Lead (Remote- US Based)

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Requirements:

• 3-5 years previous customer-facing experience.
• 2 years of people management and leadership experience.
• 2-3 years experience with ZenDesk.
• Previous experience in a SaaS environment.
• Excellent oral and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to multi-task efficiently under time pressure.
• Results-oriented and motivated in a fast-paced environment.
• Patient and positive team player.
• Proven people management skills.
• Previous experience with Jira is a plus.

Responsibilities:

• Oversee the day-to-day operations of the Customer Support Team.
• Act as a senior agent to drive customer satisfaction.
• Mentor and train technical support staff.
• Handle escalations and communicate issues to tech leads.
• Manage and report on incoming support inquiries.
• On-board new support team members.
• Monitor team performance and metrics.
• Ensure timely resolution of customer inquiries.
• Create relevant support materials.
• Provide feedback on resolved and ongoing issues.
• Review support processes for improvement.
• Collaborate with Ops Manager on preventive measures.
• Assist in maintaining customer self-service materials.