Customer Support Team Lead

6 days ago


San Francisco, California, United States Seesaw Full time

About the Role:

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 strategies to improve customer satisfaction, CSAT, SLA, and other key support metrics.
  • Identify areas for process improvement, driving efficiency, reducing response time, and increasing customer satisfaction.
  • Collaborate with cross-functional teams, including Product and Finance, to drive business outcomes.

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, with an independent and results-driven attitude.
  • Excellent verbal and written communication skills.
  • Strong empathy for customers, with a desire to improve their experience.

About Seesaw:

Seesaw is a learning platform that brings educators, students, and families together to deepen student learning. We are a well-funded company with an experienced team, and we prioritize work-life balance and diversity and inclusion.



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