Customer Support Team Lead
hace 4 semanas
SD Solutions is seeking a seasoned Customer Support Team Lead to join their fintech unicorn rocketship.
The Technical Customer Support Team Lead supervises an assigned Customer Support Engineer team, responds to complex escalated technical customer issues, and collaborates with leadership on department initiatives.
Key Responsibilities:- Provide supervision, coaching, and training/professional development 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, 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 providing training, mentorship, and coaching to others.
- Experience in a SaaS and/or Fintech environment 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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Customer Support Team Lead
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