Team Lead, Customer Support

Role Overview

• Guide and mentor customer support team members towards achieving operational goals.
• Ensure excellent team communication, problem-solving, and professional etiquette skills for achieving the highest customer satisfaction.
• Ensure customer complaints are resolved in the most professional manner.
• Provide supervision and technical assistance to the customer service team to attain the highest levels of customer care and satisfaction.
• Collaborate with the planning department on staffing and hiring procedures.
• Perform employee reviews, appraisals, and participate in performance reviews.
• Collaborate with managers from other departments to discuss issues and process improvements.
• Ensure customers receive top-level service when interacting with support.
• Monitor business and process metrics, measuring and managing customer support effectiveness.
• Identify and implement improvements in user journeys, flows, and touchpoints to elevate overall customer experience.
• Promote a culture of experimentation, feedback, and continuous improvement to adapt the support experience as products evolve.

Requirements

• Experience with setting clear deliverables and supporting the team in achieving them, resulting in improved Customer Success Metrics.
• Ability to inspire team members to look for continuous improvement by recognizing strengths and constantly unlocking growth opportunities.
• Track record of building engagement and managing hybrid or fully remote teams.
• Sense of urgency and appreciation for clear and timely communication with both teammates and cross-functional partners.
• Empathetic team player, with a process-oriented mindset.
• Great organizational and time-management skills.
• Self-efficacy to make decisions and perform with little or no supervision.
• Project management experience and ability to apply continuous improvement to customer service procedures and processes.
• Experience leading teams of 10+ people is a plus.
• Proven ability to lead teams through ambiguity and rapid change, with confidence in decision-making and communication.
• Strong understanding of tone of voice principles and customer communication strategies.
• Experience working with evolving or early-stage products, services, or startups is highly desirable.

Benefits

• Opportunity to join our Employee Stock Options program.
• Opportunity to help scale a unique product.
• Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.
• Paid volunteering opportunities.
• Work location of your choice: office, remote, opportunity to work and travel.
• Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.