Lead Customer Support Representative

Summary

Join INGENIOUS.BUILD, a leading platform for real estate and construction project management, as a Lead Customer Support Representative. Lead and mentor a team, ensuring high-quality customer service within the enterprise SaaS space. Troubleshoot technical issues, guide customers, and document interactions. Collaborate with cross-functional teams to advocate for customer needs and drive product improvements. This role requires strong communication, problem-solving, and leadership skills. INGENIOUS.BUILD offers a competitive salary, benefits package, and a dynamic work environment.

Requirements

• Bachelor’s degree or equivalent experience with 1-2 years in customer support, ideally in SaaS
• Strong communication skills (verbal and written) with the ability to convey technical information
• Excellent problem-solving, leadership, multitasking, and prioritization abilities in fast-paced environments
• Empathetic, customer-focused approach with a calm demeanour

Responsibilities

• Lead and mentor the customer support representative team to ensure efficient and effective support
• Troubleshoot and resolve technical issues related to our SaaS platform, escalating complex issues when necessary
• Guide customers through product features and functionalities, offering clear, concise solutions
• Document and track customer interactions and reported issues in the CRM system
• Collaborate with cross-functional teams (Product, Engineering, Sales) to advocate for customer needs and drive product improvements
• Identify opportunities to improve support processes and enhance the overall customer experience
• Stay up-to-date on product updates, new features, and industry trends to provide effective support
• Provide proactive support by anticipating customer needs and offering solutions before issues arise

Preferred Qualifications

• Prior Salesforce experience
• Startup experience

Benefits

• Unlimited PTO, and Paid Sick Leave
• Competitive salary based on skills, qualifications, and geographic location
• Competitive benefits package, including a $500 work-from-home stipend
• Opportunity to work with a dynamic and growing team
• A collaborative and inclusive work environment