Customer Support Operations Manager
hace 2 semanas
About the Role
SD Solutions is seeking a highly skilled Customer Support Team Lead to join our team. As a key member of our Customer Support team, you will be responsible for providing supervision, coaching, and training to support staff.
Responsibilities
- Supervise and coach support team members to ensure they have the necessary skills and knowledge to provide excellent customer service.
- Collaborate with cross-functional teams, including Customer Success, Product, and Engineering, to identify customer trends and product feedback.
- Owning team KPIs and being accountable for team results and progress towards goals.
- Respond to complex escalated issues, categorized as Sev2/Red.
- Initiate, 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.
Requirements
About You
What we are looking for:
- Bachelor's degree in a business-related field or equivalent experience.
- 5+ years of providing hands-on customer support.
- 2+ years providing training, mentorship, and coaching to others.
- Experience in SaaS, ERP, and/or Fintech environments, preferred.
- Experience in a project management role, helpful.
You will excel in this role if you have:
- 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, nice to have.
- Experience with reading and understanding HTML code and performing advanced debugging, nice to have.
About the Company
We are a global payables automation platform that provides a cloud solution to scale and automate global payables operations.
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