Customer Support Engineering Lead
7 days ago
Coactive AI is seeking a seasoned Customer Support Engineering Lead to join our team. As a key member of our Customer Support organization, you will be responsible for driving exceptional customer satisfaction and retention through strategic leadership and operational excellence.
Key Responsibilities:- Develop and execute the strategic vision for the Support department to drive customer satisfaction and retention.
- Lead, mentor, and manage a diverse team of support professionals, fostering a culture of excellence, collaboration, and accountability.
- Establish performance metrics and KPIs to monitor team performance, customer satisfaction, and delivery.
- Oversee the design and implementation of customer support processes and workflows to ensure high-quality delivery.
- Collaborate with cross-functional teams to address and resolve complex customer issues and ensure a seamless customer experience.
- Develop and manage budgets for the Support department, ensuring optimal resource allocation and cost efficiency.
- Implement and maintain support tools, technologies, and systems to enhance operational efficiency and quality.
- Create and deliver training programs and resources to enhance team skills, knowledge, and performance.
- Foster a learning environment and support professional development opportunities for team members.
- Act as a customer advocate within the company, ensuring that customer needs and concerns are communicated and addressed effectively.
- Develop and maintain strong relationships with key clients, stakeholders, and partners to enhance customer loyalty and retention.
- Minimum of 8-10 years of experience in customer support management, with at least 3-5 years in a leadership role.
- Proven track record in a leadership role successfully managing and scaling support operations, preferably in a B2B SaaS and in a fast-paced environment.
- Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
- Excellent communication, interpersonal, and problem-solving skills.
- Deep understanding of customer support best practices, tools, and technologies.
- Hands-on technical skills with Python programming for scripting, automation, and troubleshooting.
- Excellent analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues quickly.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Strong organizational skills and the ability to manage multiple priorities and projects simultaneously.
- Previous experience in a fast-paced startup environment.
- Previous experience in ML/AI-focused support is a plus.
- Estimated annual base salary: $220,000-$260,000.
- Equity grants.
- 100% medical, dental, and vision coverage for you.
- Medical, dental, and vision partially covered for your dependents.
- Unlimited PTO.
- Social events ranging from book clubs, happy hours, and hiking to board game nights and games of Mario Kart.
We are committed to equal employment opportunity, regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.
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