3 Remote Customer Support Lead Technical Solutions jobs in whatjobs
Remote Customer Support Lead - Technical Solutions
Posted 6 days ago
Job Viewed
Job Description
Our client, a fast-growing SaaS company, is looking for an experienced and empathetic Remote Customer Support Lead to manage and mentor their remote customer support team. This role is fully remote, offering the opportunity to lead from anywhere within Kenya. You will be responsible for overseeing the daily operations of the customer support function, ensuring timely and effective resolution of customer inquiries and issues across multiple channels (email, chat, phone). Your leadership will involve setting performance standards, coaching team members, conducting training sessions, and implementing best practices to enhance customer satisfaction and loyalty. You will also be involved in analyzing customer feedback and support metrics to identify areas for improvement and contribute to product development insights. The ideal candidate will have a proven track record in customer service leadership, with at least 3 years of experience managing a support team, preferably in a remote setting. Excellent communication, interpersonal, and conflict-resolution skills are paramount. A deep understanding of customer support software and CRM systems is essential. You must be highly organized, proactive, and capable of motivating a distributed team. A passion for delivering exceptional customer experiences and a strategic approach to problem-solving are key requirements. This remote leadership position offers a unique opportunity to shape the customer support function of a dynamic company. We are seeking an individual who can foster a positive and high-performing team culture in a virtual environment. Join us in providing unparalleled support to our valued customers, contributing directly to the company's success. This role is advertised with the context of Garissa, Garissa, KE .
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Remote Customer Support Lead - Technical Solutions
Posted today
Job Viewed
Job Description
Our client, a fast-growing SaaS company, is actively recruiting for a Customer Support Lead to manage and enhance their remote customer service operations. This fully remote position offers the opportunity to lead a team of dedicated support professionals, ensuring exceptional customer satisfaction and timely resolution of technical issues. You will be responsible for setting and maintaining high standards for customer interaction, developing efficient support workflows, and managing the support ticket queue. Key duties include training and mentoring customer support representatives, monitoring performance metrics, and identifying areas for improvement in both team performance and product usability. The ideal candidate will have extensive experience in customer service and technical support, preferably within a software environment. Proven leadership skills, a strong understanding of CRM systems (e.g., Zendesk, Salesforce Service Cloud), and excellent problem-solving abilities are essential. You should be adept at de-escalating challenging customer situations and providing clear, concise technical guidance. This role requires strong communication skills, both written and verbal, and the ability to manage a remote team effectively. You will collaborate with product and engineering teams to relay customer feedback and contribute to product enhancements. This is an exciting opportunity to shape the customer experience for a dynamic company, supporting a diverse user base that may include clients in or around Garissa, Garissa, KE , all while enjoying the complete flexibility of a remote work arrangement. Your passion for customer advocacy and your ability to foster a positive and productive remote team environment will be crucial for success in this vital role.
This advertiser has chosen not to accept applicants from your region.
1
Remote Customer Support Lead - Technical Solutions
Posted today
Job Viewed
Job Description
Our client is seeking a motivated and experienced Remote Customer Support Lead to manage and elevate their technical support operations. In this vital role, you will lead a team of customer support representatives, ensuring the delivery of exceptional service and timely resolution of technical issues for clients. You will be responsible for developing support strategies, training team members, monitoring performance metrics, and acting as a point of escalation for complex customer inquiries. The ideal candidate has a strong background in customer service, a deep understanding of technical troubleshooting, and proven leadership capabilities in a remote environment.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer support specialists, fostering a positive and productive work environment.
- Develop and implement effective customer support processes and protocols to ensure efficient issue resolution.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed.
- Provide technical assistance and guidance to team members, acting as a subject matter expert for complex product or service issues.
- Serve as a primary point of escalation for customer complaints and technical challenges, ensuring prompt and satisfactory resolution.
- Collaborate with product development and engineering teams to identify recurring issues and advocate for product improvements.
- Create and maintain a comprehensive knowledge base of support articles, FAQs, and troubleshooting guides.
- Onboard and train new customer support team members, ensuring they are equipped with the necessary skills and product knowledge.
- Analyze customer feedback and support trends to identify areas for improvement in service delivery and product usability.
- Ensure compliance with company policies and service level agreements (SLAs).
This advertiser has chosen not to accept applicants from your region.
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