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Customer Support Team Lead

2 months ago

New York, New York, United States Uncork Capital Full time
About the Role

We are seeking an experienced and results-driven Customer Support Team Lead to lead and scale our Customer Support team. This is a multi-faceted role that requires you to lead and direct your team's efforts, while also taking a people-first approach in developing and mentoring team members.

This role will serve as a key member of the team, helping to set the strategy and plan for the future of Customer Support at Torii. Your team will be working directly with our customers, and you'll help develop an outstanding program in one of its most exciting phases.

Key Responsibilities
  • Lead, coach, train, and develop a team of high-performing Customer Support team members to drive individual and team targets.
  • Manage the day-to-day operations, goal setting, performance management, and growth of the Customer Support team.
  • Design and drive strategic improvements to scale processes, services, and systems to enable the team to improve efficiency, customer satisfaction, and exceed objectives.
  • Manage customer escalations to create positive outcomes and creative problem-solve.
  • Monitor and respond to support requests that come through various support channels, including chat, email, and phone, with the ability to troubleshoot customer system issues from an end-user perspective.
  • Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers.
  • Hire and retain a best-in-class Customer Support team.
Qualifications
  • 3+ years of experience in a customer support-based role in an Enterprise software company.
  • 3+ years of experience managing a team; a natural leader and passionate coach who inspires their team to elevate performance.
  • Understand customer service and communication, technical issue resolution, incident management, and Customer Support best practices.
  • Experience in a scaling & rapid-growth B2B Enterprise SaaS Customer Support team, with specific system and process implementation experience. Ability to analyze existing processes and make recommendations around systems and more efficient processes.
  • Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations.
  • Quick tech learner, with experience training, teaching, and guiding customers through technical processes.
  • Experience using a Customer Communication Platform (Intercom/Zendesk) and CRM (Salesforce) is preferred.