Job Description
Our client, a fast-growing technology company, is seeking an experienced and empathetic Senior Customer Support Lead to manage their entirely remote customer service and helpdesk operations. This integral role involves leading a team of support specialists, ensuring the delivery of exceptional customer service, and driving continuous improvement in support processes. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing timely resolutions across various communication channels including email, chat, and phone. Your responsibilities will include monitoring team performance, setting service level agreements (SLAs), conducting quality assurance reviews, and providing coaching and training to team members. The ideal candidate will have a deep understanding of customer support best practices, strong leadership capabilities, and excellent problem-solving skills. You should be adept at utilizing CRM systems and helpdesk software to manage customer interactions and track support metrics. This is a remote-first position, requiring excellent communication, organizational, and time management skills, along with the ability to foster a positive and productive team environment virtually. If you are passionate about customer satisfaction and have a proven ability to lead and motivate a support team, we encourage you to apply.
Key Responsibilities: Lead and manage a remote team of customer support specialists, ensuring high levels of service delivery. Oversee the daily operations of the customer support and helpdesk functions. Handle escalated customer issues and complex technical support requests. Develop and implement strategies to improve customer satisfaction and retention. Monitor key performance indicators (KPIs) and service level agreements (SLAs), reporting on team performance. Conduct regular quality assurance checks and provide constructive feedback and coaching to team members. Train new support staff and develop ongoing training programs for the team. Collaborate with other departments (e.g., Product, Engineering) to resolve customer issues and provide feedback on product improvements. Maintain and update knowledge base articles and customer support documentation. Ensure efficient use of CRM and helpdesk software to manage customer interactions and track data. Foster a positive and collaborative team culture within a remote work environment. Qualifications: Bachelor's degree in Business Administration, Communications, or a related field. Minimum of 5 years of experience in customer service or technical support roles, with at least 2 years in a leadership or supervisory capacity. Proven experience in managing a remote customer support team. Excellent understanding of customer support principles, CRM systems, and helpdesk software (e.g., Zendesk, Salesforce Service Cloud). Strong problem-solving, analytical, and troubleshooting skills. Exceptional verbal and written communication skills. Demonstrated ability to coach, mentor, and motivate a support team. Proficiency in time management and organizational skills for a remote setting. A patient, empathetic, and customer-centric approach.