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Product Support Team Lead
hace 2 meses
About the Role
The Product Support Team Lead will oversee the product support team, ensuring high-quality service and technical support to customers. This role involves managing daily operations, resolving escalated issues, improving support processes, and collaborating with other departments to enhance product offerings and customer satisfaction.
Key Responsibilities:
- Lead, mentor, and manage a team of product support specialists.
- Conduct regular performance reviews and provide ongoing training and development.
- Handle escalated customer issues and provide advanced troubleshooting and problem resolution.
- Maintain a high level of customer satisfaction and monitor customer feedback.
- Identify opportunities to streamline and enhance support processes.
- Monitor key performance indicators (KPIs) and develop strategies for continuous improvement.
- Work closely 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.
- Monitor and report on common issues and trends to anticipate future support needs.
Your Profile
We're looking for a candidate with a minimum of 3-5 years in a customer support or technical support role and at least 2 years in a leadership or supervisory position. You should have strong leadership and team management skills, excellent problem-solving and analytical abilities, and proficiency in customer service software and tools. Additionally, you should have exceptional verbal and written communication skills in English and Spanish, and the ability to work effectively under pressure and manage multiple priorities.
Perks of Being Part of Our Team
We offer a high-growth, multicultural, and friendly environment, as well as a range of benefits, including healthy life options, language classes, and discounts on food and coffee. If you're passionate about delivering exceptional customer support and leading a team to success, we'd love to hear from you.
