Customer Support Lead

As a Customer Support Manager, you will play a crucial role in leading, mentoring, and developing a team of customer support executives to provide exceptional technical support to business customers. Your responsibilities will include: - Overseeing daily operations of the Customer Support desk, including the ticketing queue, chat, phone, and email support channels, as well as the Help Centre. You will ensure timely resolution of customer issues on the platforms, adhering to customer Service Level Agreements (SLAs). - Establishing and monitoring key performance indicators (KPIs) such as response times, resolution rate, customer satisfaction, NPS/CSAT, and overall account health to contribute to Customer 360. - Developing training material and a knowledge base to enhance first-contact resolution and promote self-service adoption among customers. - Serving as an escalation point for complex customer issues, ensuring prompt and efficient resolution. You will also determine when to escalate matters internally to senior management. - Collaborating with Enterprise Applications, Product, and Engineering teams to convey customer feedback and translate requirements into actionable technical improvements. - Implementing best practices, tools, and processes to streamline customer support operations efficiently, with a focus on moving towards a follow-the-sun support model. - Generating reports and insights for leadership regarding customer satisfaction trends, support team performance, and areas for enhancement. - Leading initiatives to improve customer experience, minimize churn, and boost retention rates. These responsibilities will require strong leadership skills, technical acumen, and a customer-centric approach to drive the success of the customer support team and enhance overall customer satisfaction.,