Tipalti Customer Support Team Lead

hace 3 semanas


Medellín, Antioquia, Colombia SD Solutions A tiempo completo

SD Solutions is seeking a Customer Support Team Lead to join our team and contribute to the success of our global payables automation platform.

The ideal candidate will have a strong background in customer support, with experience in supervising teams, responding to complex escalated issues, and collaborating with leadership on department initiatives.

Key Responsibilities:

  • Providing supervision, coaching, and training to the assigned team.
  • Collaborating 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.
  • Initiating, 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.

Requirements:

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

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 and/or CRM systems.
  • Extensive experience with payment systems is a plus.
  • Experience with reading and understanding HTML code and performing advanced debugging is a plus.


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