Support Lead

Summary

Join Stellic, a fast-growing Series A/B startup, as a Customer Support Team Lead. Lead and develop a team of Technical Support Analysts, driving process improvements and ensuring customer satisfaction. Leverage your technical expertise to troubleshoot complex issues and enhance team abilities. Oversee support tooling, implement efficient processes, and collaborate with cross-functional teams. Analyze data to identify and resolve common issues, and establish global support operations. This role offers the opportunity to join a promising organization, work with thought leaders, and contribute to a customer-centric team addressing core issues in higher education. The position includes a competitive salary, equity, and excellent benefits.

Requirements

• 3+ years leading technical support teams in an enterprise SaaS environment
• Strong technical background and troubleshooting expertise
• Proven track record scaling high-performing support teams
• Exceptional analytical, problem-solving, and communication skills
• Detail-oriented with unwavering commitment to quality
• Excellent customer relationship management abilities

Responsibilities

• Drive and maintain critical support KPIs including ticket backlog, CSAT, SLAs, and resolution times
• Recruit, onboard, and develop Technical Support Analysts, conducting performance reviews and providing growth opportunities
• Forecast staffing needs based on customer deployment and peak usage period projections
• Enhance the team's technical abilities through ongoing training and ticket deep dives
• Support complex technical troubleshooting, including data validation and integration related issues
• Champion continuous improvement in resolution speed, quality, and Stellic tone of voice
• Oversee support tooling operations and maintenance
• Lead implementation of ticketing processes to improve efficiency and customer experience
• Develop scalable support and escalation processes that maintain quality while accommodating growth
• Partner with Product, Engineering, Customer Success, and other teams to transform customer feedback into product improvements, training, and implementation improvements
• Coordinate support readiness for major feature releases including QA, documentation, and training
• Analyze support ticket data to identify common issues and develop upstream solutions
• Establish and oversee global support operations
• Stay current with support industry trends
• Identify new and innovative AI-driven support tools
• Implement best practices to continually elevate the support experience

Preferred Qualifications

Experience implementing support tools is highly valued

Benefits

• Medical, dental, vision, and life insurance
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns