Customer Support Operations Manager

hace 2 semanas


Medellín, Antioquia, Colombia SD Solutions A tiempo completo

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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