4 Senior Customer Service Technical Support Lead Remote jobs in whatjobs
Senior Customer Service & Technical Support Lead (Remote)
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service & Technical Support Lead to manage and elevate their customer support operations. This fully remote role is perfect for a leader with a strong background in customer service excellence and technical problem-solving, capable of guiding a team to provide outstanding support. You will be responsible for setting standards, optimizing processes, and ensuring customer satisfaction across all support channels.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer service and technical support representatives.
- Develop and implement best practices for customer service delivery and technical troubleshooting.
- Monitor support ticket queues, ensuring timely and effective resolution of customer inquiries and issues.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Develop and maintain knowledge base articles, FAQs, and troubleshooting guides.
- Train new support staff on product knowledge, support tools, and service standards.
- Handle escalated customer issues and complex technical problems, providing expert resolution.
- Collaborate with product and engineering teams to communicate customer feedback and product bugs.
- Contribute to the continuous improvement of support processes and tools.
- Ensure adherence to service level agreements (SLAs) and company service standards.
- Identify opportunities for proactive customer support and customer success initiatives.
- Manage team performance, providing regular feedback and conducting performance reviews.
- Stay current with industry best practices in customer support and technical assistance.
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 6 years of experience in customer service or technical support, with at least 3 years in a leadership or supervisory role.
- Proven experience managing and developing customer support teams.
- Strong technical aptitude and the ability to troubleshoot complex software or hardware issues.
- Excellent understanding of customer service principles and best practices.
- Proficiency with customer support software (e.g., Zendesk, Intercom, Salesforce Service Cloud) and ticketing systems.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to remain calm and professional under pressure.
- Strong organizational and time management skills.
- Experience in developing and delivering training programs.
- Ability to work independently and effectively in a remote team environment.
- Experience in a SaaS or technology-driven industry is highly desirable.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Lead (Remote)
Posted 21 days ago
Job Viewed
Job Description
Our client, a fast-growing tech company, is looking for a motivated and experienced Senior Customer Service & Technical Support Lead to manage their fully remote support operations. This position is crucial for ensuring exceptional customer satisfaction and efficient resolution of technical inquiries. You will lead a team of remote support agents, develop support strategies, and continuously improve customer service processes. The ideal candidate possesses a strong background in customer service management, technical support, and team leadership, with a proven ability to handle complex issues and drive team performance. You will be responsible for training, coaching, and motivating the support team, as well as analyzing customer feedback to identify areas for improvement. This role demands excellent communication, problem-solving, and organizational skills to excel in a remote environment. Responsibilities include:
- Leading, mentoring, and managing a remote team of customer service and technical support representatives.
- Developing and implementing best practices for customer service and technical support.
- Monitoring support queue performance and ensuring timely and accurate issue resolution.
- Handling escalated customer issues and providing expert-level troubleshooting.
- Training new team members and conducting ongoing performance coaching.
- Analyzing customer feedback, support metrics, and KPIs to identify trends and areas for improvement.
- Contributing to the development of knowledge base articles and support documentation.
- Collaborating with product and engineering teams to resolve complex technical issues.
- Ensuring a high level of customer satisfaction and loyalty.
- Reporting on team performance and support operations to senior management.
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- 5+ years of experience in customer service and technical support, with at least 2 years in a leadership role.
- Proven experience managing remote customer support teams.
- Strong understanding of customer service principles and best practices.
- Excellent technical troubleshooting skills and ability to understand complex products/services.
- Proficiency in customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to motivate and lead a team effectively in a remote setting.
- Strong organizational skills and attention to detail.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Lead (Remote)
Posted 9 days ago
Job Viewed
Job Description
Our client, a leader in providing innovative tech solutions, is seeking a highly motivated and experienced Senior Customer Service & Technical Support Lead to join their fully remote support team. This role is critical in ensuring exceptional customer experiences and providing timely, effective technical assistance. You will lead a team of customer support specialists, providing guidance, training, and performance management to maintain high service standards. Responsibilities include handling escalated customer inquiries, troubleshooting complex technical issues, and developing solutions to enhance customer satisfaction and loyalty. You will be instrumental in creating and refining support documentation, knowledge bases, and standard operating procedures to improve efficiency and consistency. Analyzing customer feedback and support data to identify areas for improvement in products and services is a key aspect of this role. The ideal candidate will have a strong background in customer service and technical support, with proven leadership experience. Excellent communication, problem-solving, and interpersonal skills are essential for interacting with customers and motivating team members. A deep understanding of our client's products/services and a passion for technology are highly desirable. Experience with CRM systems, ticketing software, and remote support tools is mandatory. You must be adept at managing multiple priorities, working autonomously, and fostering a positive and collaborative team environment within a remote setting. This is an outstanding opportunity to make a significant impact on customer success and drive service excellence for a growing company, all while working remotely from anywhere, supporting operations that serve the vibrant community of Nairobi, Nairobi, KE .
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Lead - Remote
Posted 8 days ago
Job Viewed
Job Description
Our client is looking for a proactive and experienced Senior Customer Service & Technical Support Lead to manage and elevate their customer support operations. This is a fully remote position, ideal for a leader passionate about delivering exceptional customer experiences and technical assistance. You will be responsible for leading a remote team of support specialists, developing training programs, and ensuring the timely and effective resolution of customer issues. The ideal candidate will have a strong background in customer service management, technical troubleshooting, and team leadership. You will work closely with product development and quality assurance teams to identify recurring issues and advocate for product improvements. Key responsibilities include defining support workflows, analyzing support metrics, and implementing strategies to improve customer satisfaction and retention. This role requires excellent communication, problem-solving, and coaching skills. You will be the primary point of escalation for complex technical and service issues, ensuring swift and satisfactory resolutions. Your ability to foster a positive and supportive remote team environment is crucial. Responsibilities include:
Qualifications:
- Leading and managing a remote team of customer service and technical support specialists.
- Developing and delivering comprehensive training programs for support staff.
- Defining and optimizing customer support workflows and processes.
- Monitoring and analyzing key support metrics (e.g., response time, resolution rate, CSAT).
- Implementing strategies to improve customer satisfaction and loyalty.
- Acting as the primary point of escalation for complex technical and service issues.
- Collaborating with product and engineering teams to address recurring customer issues and advocate for improvements.
- Ensuring the highest level of customer service is provided at all times.
- Maintaining a knowledge base of support documentation and FAQs.
- Staying up-to-date with product updates and technical advancements.
Qualifications:
- Bachelor's degree in a relevant field, or equivalent practical experience.
- Minimum of 5 years of experience in customer service, technical support, or a related field, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing remote support teams.
- Strong technical aptitude and ability to troubleshoot complex software or hardware issues.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software and support ticketing systems.
- Ability to train, mentor, and motivate a team.
- Demonstrated ability to work independently and manage multiple priorities in a remote setting.
This advertiser has chosen not to accept applicants from your region.
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