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Job Opportunity: Customer Support Team Lead

Date   Dec 06
Listing No.   IE262468
Sector   Customer Sales, Service, Support & Success
Region   Center
City/Yishuv   Tel Aviv
Customer Support Team Lead

Our people are at the heart of what we do. We place a lot of importance on finding the best of the best to create, manage, market and sell our cutting-edge AI platform that is revolutionizing the transcription and captioning industry.

We’re looking for a goal-oriented, driven and passionate Customer Support Team Lead to become a key player on our Customer Success team.

The Customer Support Team Lead will be part of the Customer Success department. The purpose of this role is to lead and scale our world-class customer support team, identify and prioritize customer-related issues and maintain effective internal and external communication channels with the relevant teams. The role involves close relationship with the different departments, especially with the Customer Success Managers, Product and Engineering teams to help prioritize, report, and resolve issues as quickly and efficiently as possible.

What you will do

· Manage a team of remote customer support agents
· Be responsible for producing status reports with the support team achievements
· Drive the support team to achieving the team’s goals (i.e. first reply time, customer satisfaction score, opened & pending tickets, SLA for tickets resolution)
· Lead strategic planning with the Support team, drive exceptional results in all areas within the support group
· Develop internal tools and best practices for troubleshooting customer issues
· Hire, train, mentor, motivate and reward the support team
· Identify emerging issues, communicate it with the relevant team and contribute to internal and external knowledge base systems
· Build and maintain effective internal relationships, specifically with Customer Success Managers and Engineering to help identify, report, and resolve issues quickly
· Be hands-on and resolve customer issues as required
· Be the point of escalation to the local teams on urgent matters


What you will bring

· 2+ years’ experience in relevant SaaS or cloud-based companies in a Support function
· Relevant BA/BS degree preferred with a strong record of academic success
· A proactive problem-solver, multi-tasker that can perform effectively under pressure
· Organized and process-oriented with ability to drive resolutions
· Strong quantitative and analytical skills
· Positive work ethic, ambitious and passionate attitude
· Strong verbal and written communications skills in English
· Excellent ability to present complex technical information in a clear and concise manner

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