Customer Experience

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.**Department Focus**:The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.**Your Impact**:As the Customer Experience - Team Lead at Deliverect, you will oversee a diverse global support team providing technical support to our SMB, mid-market, and enterprise customers. This role leads support specialists with focus on exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams. With a strong passion for coaching, workflow optimization, and stakeholder management, you will enhance the team's performance and drive initiatives to improve the overall customer experience.- **This is a full-time, office-based role to start, with the option to work from home up to two days per week upon agreement.****What you will do**:- **Global Team Leadership**: Manage and develop a global team of 6-12 frontline and premium support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments (SMB, MM, Enterprise).- ** Operational Excellence**: Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows.- ** Stakeholder Collaboration**: Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments.- ** Talent Management**: Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team.- ** Process Optimization & KPI Management**: Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction (CSAT).- ** Project Management**: Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows.**What you will Bring**:- 2+ years of experience as a technical support team lead, preferably within a SaaS company. You’ve managed teams in a fast-paced, dynamic environment, demonstrating strong leadership and team development skills.- Experience managing a geographically dispersed team, with an understanding of how to motivate and develop staffacross different time zones and cultural contexts.- Strong technical knowledge, particularly in supporting SaaS products, with experience resolving complex customer issues and mentoring your team in handling advanced technical inquiries.- Proven track record of managing day-to-day operations of a technical support team, focusing on meeting SLAs, improving KPIs, and optimizing workflows for efficiency.- Ability to analyze team performance metrics, use data insights to inform decisions, and track progress on key performance indicators such as customer satisfaction and ticket resolution times.- Experience leading and managing customer experience initiatives, including process improvements, tool implementation, and cross-functional projects.- Strong written and verbal communication skills, with the ability to effectively interact with internal stakeholders, including Product, Engineering, and Sales teams. Fluency in English and Spanish is essential.- A proven track record of supporting and developing team members, fostering a collaborative culture that encourages growth and performance improvement.**A typical Day**:- Set daily priorities, such as team check-ins to review open tickets and ensure alignment on SLAs. Provide feedback on team performance and address any escalated issues from the previous day.- Use data analysis tools to monitor team KPIs such as ticket response time, resolution rates, and CSAT. Based on these insights, adjust