Senior Team Captain

Bachelor's/College Degree in any related field. 3+ years work experience in Customer Support or Customer Service for a software product. At least 2 years of experience leading supervision/leadership roles. At least 3 years of Client facing experience. At least 2 years of experience providing coaching. Basic knowledge of Root Cause Analysis. Zendesk Support Administrator experience and/or certification. Track record of demonstrating a positive, empathetic, and professional attitude toward customers. Strong written communication skills. Strong technical skills, including troubleshooting customer issues. Proven success working cross-departmentally. Proficiency in cleaning and manipulating data in Excel or Google Sheets. 75% EST working hours overlap. U.S. work authorization.

Manage processes, systems, and tools used by the Support team. Optimize ticketing platform for insights and efficiency. Guide and evaluate Support agents. Communicate directly with customers and participants. Identify growth and development opportunities for team members. Monitor attendance and punctuality. Manage SLAs & KPIs. Perform quality assurance and provide coaching to outsourced agents. Triage technical implementations and troubleshoot bugs with R&D. Refine Support processes to meet KPIs and maintain service quality. Propose customer education opportunities and product feature investments. Administer Support ticketing platform (Zendesk). Develop user self-service tools and automations. Optimize system-to-system integration. Attend trainings and learn new features. Assess customer satisfaction and resolve concerns proactively. Execute program tasks. Investigate and action ticket data for at-risk accounts. Monitor and assess performance and provide feedback. Ensure team members are properly trained. Ensure team meets company and client KPI targets. Ensure team members and equipment needs are met. Recommend alternatives to products or tools. Make recommendations for career paths and training plans. Assist in culture building and practicing core values. Provide guidance to foster growth and development.