Product Support Team Lead

hace 1 semana


Reynosa, Tamaulipas, México Factorial Hr A tiempo completo
About the Role

The Product Support Team Lead is a critical position at Factorial HR, responsible for overseeing the product support team and ensuring high-quality service and technical support to customers.

Key Responsibilities:
  • Lead, mentor, and manage a team of product support specialists to deliver exceptional customer experiences.
  • Conduct regular performance reviews and provide ongoing training and development to enhance team capabilities.
  • Handle escalated customer issues and provide advanced troubleshooting and problem resolution to maintain high customer satisfaction.
  • Monitor key performance indicators (KPIs) and develop strategies for continuous improvement to drive business growth.
  • Collaborate with product development, sales, and marketing teams to relay customer feedback and suggest product enhancements.
  • Generate and analyze support metrics and reports to track team performance and customer satisfaction.
  • Present findings and recommendations to management for strategic decision-making.
Requirements:
  • Minimum of 3-5 years in a customer support or technical support role.
  • At least 2 years in a leadership or supervisory position.
  • Strong leadership and team management skills.
  • Excellent problem-solving and analytical abilities.
  • Proficiency in customer service software and tools.
  • Exceptional verbal and written communication skills in English and Spanish; additional languages are welcome.
  • Ability to work effectively under pressure and manage multiple priorities.
  • Technical aptitude and ability to quickly learn and understand new products.
About Factorial HR

Factorial HR is an all-in-one HR Software company that helps SMEs automate HR workflows, centralize people data, and make better business decisions. We serve thousands of customers in over 60 countries and have built a diverse and multicultural team of over 900 people.

We value teamwork, innovation, and customer satisfaction. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we'd love to hear from you.



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