Tipalti Customer Support Team Lead
hace 3 semanas
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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