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Customer Support Leader (Remote)
Posted 3 days agoViewed
💎 Seniority level: Manager, 4+ years
🔍 Industry: SaaS and B2B
🏢 Company: Axur👥 101-250💰 Series B over 1 year agoInternetArtificial Intelligence (AI)Fraud DetectionAdvertisingComplianceSecuritySaaSRisk ManagementInformation TechnologyCyber Security
🗣️ Languages: Portuguese
⏳ Experience: 4+ years
Requirements:
- Fluency in Portuguese
- Experience in conflict and crisis management
- Knowledge of customer support processes and market platforms
- 4+ years of experience in customer support
- Background in SaaS and B2B companies
- Strong data-driven mindset, with the ability to generate reports and extract meaningful insights
- Excellent communication skills
- Advanced or fluent English
- Advanced or fluent Spanish
Responsibilities:
- Ensuring the quality and performance of the support team by analyzing KPIs, including our AI assistant, Fin
- Working with Product, Customer Success, and Engineering teams to transform customer insights into product improvements
- Handling all aspects of team management, including hiring, performance evaluation, development plans, and employee satisfaction
- Leading customer meetings and handling critical support cases
- Ensuring proper process documentation to facilitate seamless customer service
- Managing and optimizing the knowledge base to improve self-service support
- Overseeing and responding to requests from the crisis management process
- Supporting initiatives that enhance customer-centricity across the company
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