Customer Support Team Lead
hace 1 día
Customer Support Team Lead Role
The Technical Customer Support Team Lead is responsible for supervising an assigned Customer Support Engineer team, responding to complex escalated technical customer issues, and collaborating with leadership on department initiatives.
About the Team Lead Position
The ideal candidate will have a proven track record of providing hands-on technical support, experience in a SaaS and/or Fintech environment, and excellent written and verbal communication skills in English.
Key Responsibilities
- Supervise and coach the assigned team to ensure excellent customer support.
- 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.
About Tipalti
Tipalti is a leading fintech company that enables high-velocity businesses to scale quickly by making payables strategic with operational, compliance, and financial controls. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, and ZipRecruiter.
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