Customer Support Lead

Summary

Join a dynamic team as a Customer Support Lead and contribute to increasing customer retention, enhancing user satisfaction, and improving platform adoption.

Requirements

• Experience: 2+ years in Customer Support, Operations, or a related role, preferably in tech or SaaS
• Communication: Excellent verbal and written skills, with the ability to present clear and complex information
• Problem-Solving: Strong analytical skills and proactive in resolving issues
• Customer Focus: Passionate about helping customers succeed with a customer-centric mindset
• Technical Aptitude: Comfortable with technology and quick to learn and explain software products
• Organization: Highly organized and able to manage multiple tasks and priorities effectively

Responsibilities

• Proactively cold-call clients to check if they need assistance or have questions about the app
• Address client inquiries, answer questions, and resolve issues related to the platform in a timely manner
• Develop and maintain strong relationships with clients, understanding their needs to provide tailored solutions
• Conduct training sessions and workshops to help customers maximize the value of the platform
• Address and resolve customer inquiries and issues promptly, escalating to technical teams when necessary
• Regularly check in with customers to monitor usage and satisfaction, identifying upsell and cross-sell opportunities
• Gather customer feedback and insights, sharing them with the product team to contribute to improvements and new features
• Ensure customer renewals and reduce churn by consistently demonstrating the value and ROI of the platform

Benefits

• Competitive Salary: Up to $1,700 per month, based on experience and skills
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Health Coverage: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance