Remote SUPPORT TEAM LEAD

Summary

Join Wishpond Technologies as a Support Team Lead and lead, mentor, and manage a remote team of Customer Support Representatives to ensure high-quality customer interactions and timely issue resolution.

Requirements

• 3+ years of experience in customer support within a SaaS company, with a proven track record of effective team leadership and support delivery
• Strong understanding of software applications and ability to quickly learn complex systems. Knowledge of CRM, marketing automation, landing page, and email marketing platforms is a plus
• Strong analytical and troubleshooting abilities to handle escalated issues and develop creative solutions for customers
• Excellent communication skills, with the ability to provide clear, empathetic guidance to customers and constructive feedback to team members
• Detail-oriented, organized, and able to balance multiple tasks in a fast-paced, high-growth environment
• Deeply committed to customer satisfaction, capable of fostering a client-first culture within the team

Responsibilities

• Lead, mentor, and manage a remote team of Customer Support Representatives to ensure high-quality customer interactions and timely issue resolution
• Handle and manage escalated support issues, providing strategic solutions and efficient problem-solving
• Monitor and analyze team performance, setting clear targets and KPIs for response times, customer satisfaction, and issue resolution
• Conduct training sessions for the support team on new tools, processes, and customer service best practices. Continuously coach team members to improve skills and enhance performance
• Identify trends in customer issues, optimize workflows, and work with Product and Development teams to address recurring technical challenges
• Oversee and update the knowledge base, ensuring that all content, articles, and videos are accurate, accessible, and aligned with customer needs
• Collect and report customer feedback, trends, and insights to internal stakeholders to support product and service improvements
• Proactively identify and escalate risks and opportunities to the Customer Success and Project Management teams
• Collaborate with other departments to ensure that support policies align with broader company goals, contributing to product improvements and service enhancements
• Manage team schedules to ensure optimal support coverage during peak times and across different time zones

Benefits

• Fully remote position allowing you to work from your home anywhere in the world !
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business