Tipalti | Customer Support Team Lead

hace 2 días


Medellín, Colombia SD Solutions A tiempo completo

On behalf of Tipalti , SD Solutions is looking for a talented Customer Support Team Lead to step onto a fintech unicorn rocketship

Responsibilities:

  • Providing supervision, coaching and training/professional development to the assigned team.
  • Collaborating 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.

Requirements:

About you

What you’ve learned:

  • Bachelor’s degree in a business-related field, or equivalent experience - a must.
  • Your background includes:
  • 5+ years of providing hands-on customer support.
  • 2+ years providing training, mentorship and coaching to others - a must.
  • Experience in a SaaS, ERP, and/or Fintech environment preferred.
  • Experience in a project management role is helpful.

Your skills include:

  • Excellent written and verbal communication skills in English. Depending on the geographic location and business needs, may also require proficiency in the official language of the country or province.
  • 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 - nice to have.
  • Experience with reading and understanding HTML code and performing advanced debugging - nice to have.

About the company:

It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.

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