Customer Support Lead

Skeps, a blockchain-based tech company, offers the first microservices platform embedding financial solutions into customer journeys. Our innovative multi-lender POS financing solution simplifies lending for high-value purchases, integrating seamlessly into merchant websites, stores, and omnichannel checkouts, reducing purchase friction and boosting lifetime value. Currently, we're looking for a candidate who will have strong experience in leading customer support teams, resolving escalated issues, and improving overall customer satisfaction through process optimization and collaboration with cross-functional teams. As a Customer Support Lead, you will lead the support team in effectively resolving customer technical issues and provide advanced technical solutions for escalated cases to ensure prompt resolution. You will track, analyze, and improve key performance metrics such as resolution time and CSAT (Customer Satisfaction Scores), working closely with engineering and product teams to identify and address recurring issues. Moreover, you will manage and optimize support platforms and tools to enhance efficiency, develop and maintain technical knowledge bases for internal teams and customers, and align support strategies with technical improvements to drive customer satisfaction and retention. To qualify as a Customer Support Lead, you must have at least 4 years of experience in customer support, technical support, or a related field, along with experience in leading and mentoring support teams. You should possess strong problem-solving skills to handle escalated technical issues, hands-on experience with support tools, automation, and workflow optimization, excellent analytical skills to track and improve performance metrics, and strong collaboration skills to liaise effectively with engineering and product teams. Exceptional communication and customer-handling skills are also essential for this role.,