Customer Support Team Lead
1 week ago
**About the Role**
We are seeking an experienced and results-driven leader to oversee the Customer Support team at Uncork Capital. As a key member of our organization, you will be responsible for leading and scaling the team to deliver exceptional customer experiences.
This is a multi-faceted role that requires a unique blend of leadership, technical, and interpersonal skills. You will be responsible for setting the strategy and plan for the future of Customer Support, while also developing and mentoring a high-performing team.
**Key Responsibilities**
Lead, coach, train, and develop a team of high-performing Customer Support professionals 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 develop creative problem-solving skills
Collaborate with internal stakeholders to improve processes and 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 and rapid-growth B2B Enterprise SaaS Customer Support team, with specific system and process implementation experience
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
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