Customer Support Lead

Role Overview: At Saleshandy, you will be responsible for leading and building a world-class support function that focuses on delivering fast, human, and delightful experiences to every customer. This role goes beyond ticket resolution, as it involves deeply understanding customer challenges, enabling self-service excellence, and driving continuous improvements in customer support to enhance user retention. Key Responsibilities: - Customer Experience Leadership: Lead the global support team in providing fast, consistent, and empathetic responses across various channels. - Process Excellence: Develop and optimize support workflows, SLAs, and escalation frameworks to ensure top-notch service delivery. - Quality & Training: Coach and upskill team members to maintain product knowledge, tone, and consistency in all customer interactions. - Customer Insights: Gather recurring feedback and collaborate with Product and Success teams to enhance usability and reduce support tickets. - Tools & Automation: Implement and manage helpdesk tools, macros, and automations to improve team efficiency and response time. - Performance Ownership: Monitor and report support metrics such as CSAT, FRT, and TTR, while driving continuous improvement and accountability. Qualifications Required: - Previous experience leading or managing a SaaS support team, preferably in the B2B sector. - Strong understanding of customer empathy and importance of SLAs in delivering exceptional customer support. - Data-driven mindset, utilizing metrics to enhance team performance and overall customer experience. - Ability to handle escalations calmly with a solution-oriented approach. - Experience collaborating with Success, Product, or Engineering teams to address customer feedback effectively. - Bonus: Familiarity with support tools like Intercom, Freshdesk, or Zendesk. Please note that the additional details of the company were not explicitly mentioned in the provided job description.,