Customer Support Team Lead
hace 3 semanas
SD Solutions is seeking a seasoned Customer Support Team Lead to join our team in a fintech unicorn environment.
The Technical Customer Support Team Lead will supervise an assigned Customer Support Engineer team, respond to complex escalated technical customer issues, and collaborate with leadership on department initiatives.
Key Responsibilities:- Provide supervision, coaching, and training to the assigned team.
- Collaborate with teams across Customer Success, Product, and Engineering on customer trends and product feedback.
- Owning team KPIs and being accountable for team results and progress on goals.
- Respond to complex escalated issues, categorized as Sev2/Red.
- Oversee and collaborate on Support team projects and initiatives.
- Maintain up-to-date knowledge on product updates and the product roadmap.
- Oversee the development and maintenance of department documentation and training materials.
- Collaborate with leadership on department initiatives.
- 5+ years of providing hands-on technical support.
- 2+ years of providing training, mentorship, and coaching to others.
- Experience in a SaaS and/or Fintech environment is preferred.
- Experience in a project management role is helpful.
About the company:
SD Solutions is a global payables automation platform that provides a cloud solution to scale and automate global payables operations.
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