Customer Support Team Lead

hace 2 días


Medellín, Antioquia, Colombia Sd Solutions A tiempo completo

Be part of a fintech unicorn rocketship with Sd Solutions as we seek a talented Customer Support Team Lead. Responsibilities include providing supervision, coaching and professional development to assigned team members. Collaborate with teams across Customer Success, Product, and Engineering on customer trends and product feedback.

Key Performance Indicators: Own team KPIs and be accountable for team results, progress on goals.

Complex Issue Resolution: Respond to complex escalated issues, categorized as Sev2/Red.

Project Management: Initiate, oversee, and collaborate on Support team projects and initiatives.

Product Knowledge: Maintain up-to-date knowledge on product updates and the product roadmap.

Documentation and Training: Oversee the development and maintenance of department documentation and training materials.

Leadership Collaboration: Collaborate with leadership on department initiatives.

Requirements:

  • Bachelor's degree in a business-related field or equivalent experience.
  • 5+ years of providing hands-on customer support.
  • 2+ years providing training, mentorship, and coaching to others.
  • Experience in a SaaS, ERP, and/or Fintech environment preferred.
  • Experience in a project management role is helpful.

About You: Excellent written and verbal communication skills in English are essential. Proficiency in the official language of the country or province may also be required depending on the geographic location and business needs.

Company Overview: We are a global payables automation platform that provides a cloud solution to scale and automate global payables operations. Our startup has already raised $565M funding.

The estimated annual salary for this position is between $100,000 - $150,000 based on industry standards and regional cost of living. This compensation includes base salary, benefits, and other forms of remuneration.



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