Customer Support Team Lead
Company:Heidi
Location:US, Canada, UK, Europe
Languages:English
Seniority level:Lead
Skills:
LeadershipPeople ManagementProblem SolvingSaaSCoachingCustomer support
Requirements:
Proven experience in customer support. Exposure to SaaS or HealthTech preferred. Strong written communication skills. Strong problem-solving skills. Comfort leading by example in a fast-paced environment. Ability to analyze support trends and translate them into process improvements. Flexibility for weekend/evening work.
Responsibilities:
Resolve customer queries directly via help desk. Monitor team performance and ticket queues. Provide on-the-spot coaching to team members. Handle complex or sensitive escalations. Track and report key support metrics. Identify recurring issues and product pain points. Create weekly feedback reports for stakeholders. Maintain and update support content. Review and audit AI bot responses. Collaborate with product and engineering teams.
