Customer Support Operations Manager
hace 6 horas
The Technical Customer Support Team Lead plays a pivotal role in supervising an assigned Customer Support Engineer team, addressing complex escalated technical customer issues, and collaborating with leadership on department initiatives.
About Tipalti:
Tipalti is a leading fintech company that has raised $270 million in Series F funding, valuing the organization at over $8.3 billion. The company aims to transform financial operations for high-velocity organizations, rivaling those of the Fortune 5000.
Responsibilities:
- Providing supervision, coaching, and training/professional development 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, 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
- Bachelor's degree in a business-related field or equivalent experience.
- Proven deep experience in providing hands-on technical support.
- Experience in providing training, mentorship, and coaching to others.
- Experience in a SaaS and/or Fintech environment preferred.
- Experience in a project management role is helpful.
- 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.
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