Customer Support Team Lead

hace 1 semana


Medellín, Antioquia, Colombia Tipalti A tiempo completo

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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