Customer Support Team Lead
1 week ago
We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at AssistIQ.
About the RoleAs the Customer Support Team Lead, you will be responsible for leading and managing a team of customer support representatives to deliver exceptional service across all customer touchpoints. You will develop and implement quality standards for customer interactions to ensure consistent, top-tier service always meeting SLA expectations.
You will track and analyse customer inquiries and responses to ensure a high level of responsiveness. Implement strategies to reduce first response and resolution times, ensuring SLAs are consistently met or exceeded. Monitor support requests to identify recurring end-user training issues, issue trends or potential product issues. Collaborate closely with the implementation, product and engineering teams to prioritise fixes, enhancements, or new features based on customer feedback.
The ideal candidate will have 5+ years experience in customer support in the software industry, with at least 2 years in a team management or leadership role. Strong leadership and team management skills, with the ability to coach and develop a high-performing and efficient customer support team. Excellent written and verbal communication and interpersonal skills, with a focus on customer empathy and satisfaction.
This is an excellent opportunity to work in a dynamic and fast-growing company with a collaborative and innovative work environment. We offer a competitive salary, benefits package, and opportunities for professional growth and development. Salary: $85,000 - $110,000 per annum, depending on experience.
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