Customer Support Team Lead
hace 4 días
Sd Solutions is seeking a skilled Customer Support Team Lead to supervise an assigned team of Customer Support Engineers, address complex escalated technical customer issues, and collaborate with leadership on department initiatives. This role requires excellent written and verbal communication skills, problem-identification, and problem-solving abilities. The ideal candidate has 5+ years of hands-on customer support experience, 2+ years of training and coaching others, and experience in SaaS, ERP, or Fintech environments.
The successful applicant will oversee team KPIs, be accountable for team results, and maintain up-to-date knowledge on product updates and the roadmap. They will also develop and maintain department documentation and training materials, collaborate with teams across Customer Success, Product, and Engineering on customer trends and product feedback, and initiate, oversee, and collaborate on Support team projects and initiatives. A Bachelor's degree in a business-related field or equivalent experience is required. The salary range for this position is approximately $80,000-$110,000 per year, depending on location and experience.
Responsibilities:
- Provide supervision, coaching, and 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
- 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
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