Customer Support Team Lead

4 weeks ago

San Francisco, California, United States Seesaw Full time

**Job Summary**

We are seeking a highly skilled and experienced Customer Support Manager to lead our Customer Support Team at Seesaw. As a key member of our team, you will be responsible for providing exceptional customer service, leading a team of support agents, and driving process improvements to enhance the customer experience.

**Key Responsibilities**

  • Manage the daily operations of the Customer Support Team, ensuring timely and effective resolution of customer issues.
  • Coach and mentor team members, providing opportunities for learning, growth, and feedback.
  • Develop and implement process improvements to drive efficiency, reduce response time, and increase customer satisfaction.
  • Collaborate with cross-functional teams, including Product and Finance, to identify areas for improvement and drive business growth.
  • Monitor and analyze key support metrics, including CSAT, SLA, and customer satisfaction.

**Requirements**

  • 2+ years of experience managing a customer support team in a B2B or B2C environment.
  • Experience with high-volume customer support for a software product.
  • Proven ability to handle customer escalations to a satisfactory and timely resolution.
  • An analytical approach to solving problems and an independent, get-it-done attitude.
  • Excellent verbal and written communication skills.
  • Strong empathy for customers and a desire to improve their experience.

**What We Offer**

  • Competitive compensation and comprehensive benefits package.
  • Opportunity to work with a talented and experienced team.
  • Chance to make a meaningful impact on customer satisfaction and business growth.

**Equal Employment Opportunity**

Seesaw provides equal employment opportunities to all employees and applicants for employment without regard to race, religious creed, color, sex, sex stereotype, gender, gender identity/gender expression/transgender, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, or military or veteran status.

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