Customer Support Team Lead

1 week ago


New York, New York, United States Uncork Capital Full time

**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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