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Customer Support Team Leader

2 months ago

New York, New York, United States Conductor Full time

Location: Remote Option (Open to working East Coast/EST hours)

Position: Customer Advocate Team Lead

Join Conductor during an exciting phase of growth as we enhance our technology and expand our offerings. We are looking for a dedicated, customer-focused support leader who excels in delivering assistance through various communication channels including email, phone, chat, and forums.

Key Responsibilities:

  • Serve as the primary contact between Customer Support and Engineering, ensuring the resolution of intricate issues.
  • Acquire in-depth knowledge of web analytics tools, including Adobe Analytics and Google Analytics.
  • Become a subject matter expert on Conductor's data collection processes, such as SERP, HTML, and Analytics.
  • Understand the functionality of Conductor's API and assist customers in integrating our data into their Business Intelligence platforms.
  • Act as an escalation point for the Customer Knowledge & Support team.
  • Lead successful integration projects in web analytics, showcasing effective project management capabilities.
  • Develop comprehensive knowledge of the Conductor platform to eliminate technical obstacles for clients.
  • Provide technical expertise to the Customer Success, Sales, and Product teams.
  • Identify and distinguish product and service challenges, swiftly determining the core issue and the path to resolution.
  • Support all technical inquiries from clients regarding the Conductor platform through live messaging/chat and asynchronous channels, addressing escalated technical concerns.
  • Collaborate with senior leadership to resolve high-profile issues.
  • Work closely with Product and Engineering teams, offering customer feedback to enhance the product and alleviating minor manual tasks from the Engineering team related to troubleshooting data quality issues.
  • Share best practices with the Customer Knowledge & Support team to broaden the range of issues other Customer Advocates can address.

Required Qualifications:

  • Bachelor's degree.
  • 4+ years of experience in a customer-facing, technical role, ideally supporting enterprise-level clients.
  • Ability to communicate complex topics to both technical and non-technical audiences.
  • Exceptional organizational, written, and verbal communication skills, with the capacity to lead intricate discussions with high-profile clients.
  • A strong sense of urgency, ownership, and accountability.
  • Proven knowledge of SQL, Excel, APIs, integrations, and relational databases, with a demonstrated ability to quickly learn new technologies.
  • Ability to empower end-users to utilize our knowledge base for self-support.
  • Capability to evaluate, troubleshoot, and follow up on customer issues, as well as replicate and document for further escalation.
  • Ability to prioritize responsibilities effectively under pressure.
  • Familiarity with cloud-based architecture.
  • A desire to learn, master, and teach.
  • Basic to intermediate understanding of Google Analytics, Google AdWords, Google Search Console, or other SEO or marketing automation platforms.
  • Familiarity with RESTful APIs and data interchange formats such as JSON and XML.

Preferred Qualifications:

  • Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent experience.
  • Familiarity with HTML, XML, JavaScript, CSS, and SQL.
  • Experience with Google Analytics, Adobe Analytics, IBM Digital Analytics, and Webtrends.
  • Experience troubleshooting in a SaaS environment.

*Conductor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.*