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Product Support Team Lead
hace 2 meses
**Job Summary**
We are seeking a highly skilled and experienced Product Support Team Lead to join our team at Factorial HR. As a key member of our support team, you will be responsible for overseeing the daily operations of our product support team, ensuring high-quality service and technical support to our customers.
**Key Responsibilities:**
- Lead and manage a team of product support specialists to ensure exceptional customer service and technical support.
- Conduct regular performance reviews and provide ongoing training and development to enhance team performance.
- Handle escalated customer issues and provide advanced troubleshooting and problem resolution.
- Maintain a high level of customer satisfaction and monitor customer feedback to identify areas for improvement.
- Identify opportunities to streamline and enhance support processes to improve efficiency and effectiveness.
- 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.
**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.
**Perks of Working with Us:**
- High growth, multicultural, and friendly work environment.
- Healthy life with Gympass (gyms, pools, outdoor classes).
- Save expenses with Cobee.
- Language classes with Yolk Academy.
- Breakfast in the office and organic fruit.
- Nora and Apetit discounts.
- Free caffeine and theine.
**About Us:**
Factorial HR is an all-in-one HR software company founded in 2016. Our mission is to help 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 in multiple offices.
**Our Values:**
- We own it: We take responsibility for every project. We make decisions, not excuses.
- We learn and teach: We're dedicated to learning something new every day and, above all, sharing it.
