Technical Customer Support Lead
hace 4 semanas
Key Responsibilities:
The Technical Customer Support Lead will oversee an assigned Customer Support Engineer team, respond to complex escalated technical customer issues, and collaborate with leadership on department initiatives.
About Tipalti:
Tipalti is a leading fintech company that enables high-velocity organizations to transform financial operations. With a Series F funding of $270 million, valuing the company at over $8.3 billion, Tipalti is revolutionizing the way businesses pay their partners and suppliers.
What You'll Do:
- Provide supervision, coaching, and training/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.
- 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:
We seek a highly experienced individual with a proven track record of providing hands-on technical support. You should have experience providing training, mentorship, and coaching to others, preferably in a SaaS and/or fintech environment.
Requirements:
- Bachelor's degree in a business-related field or equivalent experience.
- 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.
- 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.
Why Tipalti:
Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle. We enable companies to scale quickly by making payables strategic with operational, compliance, and financial controls.
Our Values:
We are committed to our customers and strive to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch, GoDaddy, Roku, WordPress.com, and ZipRecruiter. We work hard for our 98% customer retention rate, built on trust, reliability, and innovation.
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