Customer Support Team Lead

3 weeks ago

Union, Kentucky, United States Cerkl Full time
About the Role

Cerkl is seeking a highly skilled and empathetic individual to join our Customer Success Team as a Senior Customer Support Specialist. As a key member of our team, you will be responsible for fostering strong relationships with our customers, providing exceptional support, and driving business growth.

Key Responsibilities
  • Work closely with department leaders to develop and implement effective support strategies.
  • Support other business functions, such as Sales, Engineering, Marketing, and Product, on projects and provide insights on customer pain points.
  • Escalate complex customer issues and collaborate with internal teams to resolve them.
  • Manage the day-to-day activities of the Customer Support team, providing guidance and direction as needed.
  • Monitor trending issues and areas of improvement for our product.
  • Help prioritize client cases and ensure timely resolution.
  • Serve as a point of escalation for customer issues and engage the appropriate resources.
  • Develop and expand client educational resources, including Knowledge Base articles, webinars, and templates.
Requirements
  • Excellent communication and problem-solving skills.
  • Experience in customer service or support, with a strong understanding of software concepts.
  • Ability to work collaboratively with cross-functional teams.
  • Strong analytical and critical thinking skills.
  • Basic understanding of key software concepts.
  • Bonus points for experience with Intercom, Totango, and Jira.
Perks and Benefits
  • Competitive compensation and benefits package.
  • Flexible work hours and remote-friendly environment.
  • Unlimited paid time-off and professional development budget.
  • Employee-first culture and no failure, only learning approach.
About Cerkl

Cerkl is a leading provider of AI-powered consumer-grade experiences for corporate communications. We're dedicated to bringing innovative solutions to companies of all sizes and industries. Join our team and be part of shaping the future of digital communications.

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