Customer Support Team Lead
hace 1 semana
Job Title: Customer Support Team Lead
About the Role:
The Customer Support Team Lead will oversee a team of customer support engineers, 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.
- Responding to complex escalated issues, categorized as Sev2/Red.
- Overseeing and collaborating on Support team projects and initiatives.
- Maintaining up-to-date knowledge on product updates and the product roadmap.
- Overseeing the development and maintenance of department documentation and training materials.
- Collaborating with leadership on department initiatives.
About You:
- What You've Learned:
- Bachelor's degree in a business-related field or equivalent experience.
- Your Background:
- Proven deep experience in providing hands-on technical support.
- Experience providing training, mentorship, and coaching to others.
- Experience in a SaaS and/or Fintech environment preferred.
- Experience in a project management role is helpful.
- Your Skills:
- Excellent written and verbal communication skills in English.
- Ability to work in a fast-paced environment, managing multiple priorities with detail and accuracy.
- Excellent problem-identification and problem-solving skills.
- Extensive experience working with ticketing systems (e.g., Zendesk) and/or CRM systems (e.g., Salesforce).
- Extensive experience with payment systems.
- Experience with reading and understanding HTML code and performing advanced debugging.
Why 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 clients include high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 98% customer retention rate, built on trust, reliability, and innovation.
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