5 Remote Customer Support Lead Technical Assistance jobs in whatjobs
Remote Customer Support Lead - Technical Assistance
Posted 23 days ago
Job Viewed
Job Description
Our client is looking for a motivated and experienced Remote Customer Support Lead to guide and mentor a team of customer service representatives providing technical assistance. This is a fully remote role, offering the flexibility to lead a team and ensure exceptional customer satisfaction from your home office. You will be responsible for upholding high standards of service, resolving complex technical issues, and enhancing the overall customer support experience. Your leadership will be pivotal in maintaining our client's reputation for outstanding support.
Key Responsibilities:
Key Responsibilities:
- Lead, train, and motivate a remote team of customer support representatives providing technical assistance.
- Monitor team performance, set individual and team goals, and conduct regular performance reviews.
- Handle escalated customer inquiries and complex technical issues that cannot be resolved by front-line support.
- Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product development and engineering teams.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Implement and refine customer support processes and workflows for optimal efficiency.
- Provide ongoing coaching and professional development opportunities for the support team.
- Act as a point of escalation for critical customer issues and manage their resolution.
- Analyze customer feedback and support metrics to identify areas for improvement.
- Foster a positive and collaborative team environment within the remote setting.
- Stay up-to-date with product knowledge and technical advancements to provide accurate support.
- Manage team schedules and ensure adequate coverage across all support channels.
- Contribute to the strategic development of the customer support function.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 3-5 years of experience in customer service or technical support, with at least 1-2 years in a lead or supervisory role.
- Proven experience in troubleshooting technical issues and providing effective solutions.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer support principles and best practices.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Proficiency in using customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
- Ability to work independently and manage a remote team effectively.
- Strong organizational and time management skills.
- Familiarity with SaaS products and technologies is a plus.
- Adaptability and resilience in a fast-paced, remote work environment.
- High level of empathy and a genuine desire to help customers.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Lead - Technical Assistance
Posted 18 days ago
Job Viewed
Job Description
Our client is searching for an experienced and empathetic Remote Customer Support Lead to manage their customer service operations. This role is entirely remote, offering the flexibility to work from any location while leading a team dedicated to providing exceptional technical assistance. The ideal candidate will have a passion for customer satisfaction, a strong technical aptitude, and proven leadership skills. You will be responsible for guiding the support team, resolving escalated customer issues, ensuring adherence to service level agreements (SLAs), and contributing to the improvement of support processes and resources.
Key responsibilities include:
Key responsibilities include:
- Leading, coaching, and motivating a remote customer support team.
- Overseeing daily support operations and ensuring efficient ticket resolution.
- Handling escalated customer inquiries and complex technical issues.
- Developing and implementing customer service policies and procedures.
- Monitoring team performance metrics and providing regular feedback.
- Training new team members and conducting ongoing training sessions.
- Creating and maintaining a comprehensive knowledge base of support articles and FAQs.
- Identifying trends in customer issues and providing feedback to product and engineering teams.
- Ensuring consistent and high-quality customer interactions across all channels.
- Managing customer feedback and implementing improvements based on insights.
- Collaborating with other departments to ensure a seamless customer experience.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Lead - Technical Assistance
Posted 5 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Customer Support Lead to manage a remote team dedicated to providing exceptional technical assistance. This role is crucial for ensuring customer satisfaction and retention. As a Lead, you will be responsible for guiding a team of support agents, resolving complex customer issues, and implementing strategies to enhance the overall customer experience. This is a fully remote position, offering flexibility and the opportunity to shape the future of our client's customer service operations.
Key Responsibilities:
Qualifications:
This is a fully remote role, with the context of supporting customers for operations in Ongata Rongai, Kajiado, KE . We are seeking a proactive leader who is passionate about customer success and can effectively manage a distributed team. If you excel in a remote work environment and are dedicated to delivering top-tier customer support, we encourage you to apply.
Key Responsibilities:
- Lead, mentor, and train a team of remote customer support representatives.
- Handle escalated customer inquiries and complex technical issues with professionalism and efficiency.
- Develop and implement customer support policies and procedures to ensure consistent service quality.
- Monitor team performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and provide regular feedback.
- Identify trends in customer issues and collaborate with product and engineering teams to drive product improvements.
- Create and maintain a comprehensive knowledge base for customer support agents and customers.
- Manage customer feedback and implement service recovery strategies when necessary.
- Ensure all customer interactions are documented accurately and promptly in the CRM system.
- Contribute to the development and execution of customer support strategies to enhance customer loyalty.
- Foster a positive and supportive team environment, encouraging collaboration and continuous learning.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven ability to manage and motivate a remote team.
- Strong technical aptitude and ability to troubleshoot software or hardware issues.
- Excellent communication, active listening, and problem-solving skills.
- Proficiency in using helpdesk software (e.g., Zendesk, Freshdesk) and CRM systems.
- Experience in developing training materials and conducting agent coaching sessions.
- Ability to remain calm and professional under pressure.
- Strong organizational skills and attention to detail.
- Demonstrated commitment to providing outstanding customer service.
This is a fully remote role, with the context of supporting customers for operations in Ongata Rongai, Kajiado, KE . We are seeking a proactive leader who is passionate about customer success and can effectively manage a distributed team. If you excel in a remote work environment and are dedicated to delivering top-tier customer support, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Lead - Technical Assistance
Posted 7 days ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Customer Support Lead to manage their remote customer service operations. This role is critical in ensuring exceptional customer satisfaction by leading a team of support agents, optimizing response times, and resolving complex customer issues. You will be responsible for training and mentoring support staff, developing support strategies, and implementing best practices for customer engagement. The ideal candidate will have a proven track record in customer service management, excellent communication and interpersonal skills, and a deep understanding of customer support technologies. Experience with CRM systems and helpdesk software is essential. You should be adept at handling escalated issues, de-escalating tense situations, and finding effective solutions that meet customer needs. As this is a fully remote position, strong leadership qualities, self-discipline, and the ability to foster a collaborative team environment virtually are paramount. You will need to monitor team performance, provide regular feedback, and ensure adherence to service level agreements (SLAs). This is an excellent opportunity for a dynamic individual to shape the customer experience for a growing organization. We are seeking leaders who are passionate about customer success, possess strong problem-solving skills, and can inspire their teams to achieve outstanding results in a remote setting. Your dedication to service excellence will be instrumental in building customer loyalty and driving business growth. The core customer base and team oversight for this role are centered around **Meru, Meru, KE**.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Lead - Technical Assistance
Posted 5 days ago
Job Viewed
Job Description
Our client, a fast-growing technology company, is seeking an experienced and empathetic Remote Customer Support Lead to guide their customer service team. This fully remote position is crucial for ensuring exceptional customer experiences and efficient resolution of technical issues. You will lead a team of customer support representatives, provide training and coaching, handle escalated customer inquiries, and contribute to the improvement of support processes and knowledge base content. The ideal candidate possesses strong leadership skills, in-depth technical knowledge, and a passion for customer advocacy.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and motivate a remote team of customer support representatives to achieve performance goals.
- Handle and resolve complex customer technical issues and escalations with a high degree of professionalism and efficiency.
- Develop and implement customer support strategies and best practices for a remote-first environment.
- Train new support team members on products, services, support tools, and customer service protocols.
- Monitor customer support channels (email, chat, phone) and ensure timely and quality responses.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Contribute to the creation and maintenance of the customer support knowledge base and FAQs.
- Collaborate with product and engineering teams to communicate customer issues and advocate for product enhancements.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Manage team schedules and workload distribution in a remote setting.
- Foster a positive and supportive team culture focused on customer success.
- Conduct regular team meetings and one-on-one performance reviews.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer support or technical support roles, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing and coaching remote teams.
- Strong technical aptitude and ability to understand complex products/services.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, Intercom).
- Experience developing and delivering training materials.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced remote environment.
- Customer-centric mindset with a passion for delivering outstanding service.
- Ability to align with team communication and operational standards relevant to Eldoret, Uasin Gishu, KE .
This advertiser has chosen not to accept applicants from your region.
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