What will you be doing:
Leading and managing day-to-day operations and customer interactions, including ticket queue management, engaging with clients across different touchpoints, and providing guidance and support to team members.
Hands-On Technical Issue Resolution and Escalation Management: reviewing and addressing escalations, ensuring the resolution of issues, documentation, conducting quality assurance, and communicating the outcomes to clients.
Creating and implementing programs and procedures to improve overall productivity and performance within the team.
Serving as a liaison between clients, the product team, and R&D. Communicating feature requests, identifying bugs, analyzing usage patterns and data, and utilizing reporting tools to identify areas for improvement and for reducing manual workload.
Working with Sales, Customer Success Managers, Professional Services and technical teams to maintain customer satisfaction and identify upsell opportunities.
Leadership Responsibilities:
Empower team members, providing guidance, support, motivation, and ongoing training, mentoring, and coaching to ensure their success.
Monitor, analyze and continuously optimize measurement and analysis of reports to ensure KPIs are met.
Continuously improve customer support processes and workflows to enhance efficiency and customer satisfaction.
Collaborate cross-functionally to ensure smooth onboarding of new customers and provide ongoing support to existing customers.
Project/Program Management:
Planning, monitoring and executing department-related projects.
Provide monthly reports to product and R&D teams and agree on action items accordingly.
Client Onboarding:
For New Clients: Participating in the customer onboarding cycle to ensure all technical gaps are addressed by assisting TAMs and prioritizing their requests.
For Existing Clients: Onboarding for new features/products.
What will you need?
At least 4 years of experience leading a Customer Support team from a B2B SaaS company.
At least 6 years of experience in a Customer Support role.
Working knowledge of customer service software and tools (Utilizing tools such as Zendesk, Jira, Logz.io, Grafana, Elastic, Gitlab, Salesforce, and monday.com).
In-depth understanding of support processes and tools.
Fluent English speaker and have excellent writing skills. Additional languages – an advantage.
Strong client-facing and communication skills.
Willingness to work late as needed, as we are a global company and 60% of our customers are in the US.
Experience working with Javascript or Python – advantage.
