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Customer Support Team Lead

2 months ago

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

**About the Role**

We are seeking a seasoned and results-driven leader to spearhead the Customer Support team at Uncork Capital. As a key member of our organization, you will be responsible for driving strategic initiatives, developing and mentoring a high-performing team, and delivering exceptional customer experiences.

**Key Responsibilities**

Lead and direct a team of Customer Support professionals to achieve individual and team targets, focusing on customer satisfaction, efficiency, and process improvement.

Develop and implement strategic plans to scale processes, services, and systems, ensuring seamless customer interactions and exceeding objectives.

Collaborate with internal stakeholders to design and drive effective solutions for our customers, fostering a culture of innovation and excellence.

Manage customer escalations, providing creative problem-solving and positive outcomes, while maintaining a customer-centric approach.

**Qualifications**

3+ years of experience in a customer support-based role in an Enterprise software company, with a proven track record of leadership and team management.

Strong understanding of customer service, 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 expertise in system and process implementation, analysis, and recommendations.

Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.

Quick tech learner, with experience training, teaching, and guiding customers through technical processes.