Team Lead, Customer Support

hace 2 días

Medellín Antioquia, Colombia Tipalti A tiempo completo

**Customer Support Team Lead**

The Technical Customer Support Team Lead supervises an assigned Customer Support Engineer team, responds to the most complex escalated technical customer issues, and collaborates with leadership on department initiatives.

**Who are Tipalti**:
Tipalti is one of the most exciting fintechs in the world, our Series F funding raising $270 million - valuing us at over $8.3 billion. We are on a journey to transform financial operations for high-velocity organizations to rival those of the Fortune 5000.

**You will be responsible**:

- 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.
- 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.

**About You**
- What you’ve learned:

- Bachelor’s degree in a business-related field, or equivalent experience
- Your background includes:

- 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.
- 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.
- Experience with reading and understanding HTML code and performing advanced debugging.

Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited, LLC (both are hereinafter referred to as “SDS”). Any potential employment and/or consulting arrangements entered into, as it relates to this job opening, will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting, or for any issues arising out of or related to this job posting.

**Interested in learning more about us?**

Tipalti is the only company handling both global partner payments and accounts payable workflows for high-velocity companies across the entire financial operations cycle: onboarding and managing global suppliers, instituting procurement controls, streamlining invoice processing and approvals, executing payments around the world, and reconciling payables data across a multi-subsidiary finance organization. Tipalti enables companies to scale quickly by making payables strategic with operational, compliance, and financial controls. Through Tipalti, our clients can efficiently and securely pay thousands of partners and suppliers in 196 countries within minutes.

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