JOB RESPONSIBILITIESESSENTIAL DUTIES- Lead, coach, and develop the Customer Support team to deliver exceptional customer experiences and achieve departmental goals.
- Conduct regular one-on-one meetings, performance reviews, coaching sessions, and career development conversations.
- Foster a culture of accountability, collaboration, continuous learning, and customer advocacy.
- Oversee daily support operations, ensuring timely resolution of customer inquiries, escalations, and service requests.
- Monitor team performance, quality, customer satisfaction, and operational metrics to identify trends and drive continuous improvement.
- Serve as the primary escalation point for complex customer issues, partnering with internal teams to resolve customer-impacting problems.
- Analyze support trends, recurring customer issues, and operational data to identify opportunities for process improvement and reduce future customer effort.
- Maintain support documentation, workflows, and knowledge base content to ensure accurate and consistent support delivery.
- Partner with Product, Engineering, Sales, Customer Success, and Implementation to communicate customer feedback, improve product quality, and support new releases.
- Assist with hiring, onboarding, workforce planning, scheduling, and resource planning.
- Provide direct customer support during high-volume periods or critical customer situations.
- Perform other duties and special projects as assigned.
JOB QUALIFICATIONS- 3+ years of leadership experience in Customer Support/Technical Support
- Demonstrated success leading and developing high-performing customer support teams.
- Ability to prioritize multiple initiatives in a fast-paced environment.
- Experience using Zendesk ticketing system and reporting tools.
KNOWLEDGE AND SKILLS- Strong leadership, coaching, and employee development skills
- Excellent interpersonal and conflict resolution abilities
- Customer-first mindset with a commitment to service excellence
- Strong analytical skills with the ability to interpret support metrics and make data-driven decisions
- Excellent organizational and time management skills
- Ability to build collaborative cross-functional partnerships
- Strong written and verbal communication skills
- Comfortable working in a fast-paced, changing environment
- Proficiency with Windows and macOS operating systems
- General understanding of networking, hardware, SaaS applications, and technical troubleshooting concepts
PHYSICAL ACTIVITIESThis position primarily requires sitting, working at a computer, and communicating with customers and
employees. Occasional standing, walking, and lifting up to 15 pounds may be required.
