Customer Support Team Lead

hace 1 semana


Medellín, Antioquia, Colombia Tipalti A tiempo completo

Customer Support Team Lead

The Technical Customer Support Team Lead is responsible for supervising a team of Customer Support Engineers, responding to complex escalated technical customer issues, and collaborating with leadership on department initiatives.

About the Role

  • 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.
  • 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.

About You

  • What you've learned:
    • Bachelor's degree in a business-related field, or equivalent experience.
  • Your background includes:
    • Proven deep experience of 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 include:
    • 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.

About Tipalti

Tipalti is a leading fintech company that enables high-velocity organizations to transform their financial operations. Our platform handles both global partner payments and accounts payable workflows, streamlining the entire financial operations cycle. We are committed to building lasting connections with our customers and are proud of our 98% customer retention rate.



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