Customer Support Lead, Sea
2 weeks ago
The incumbent will be part of our Global Customer Service team, running a 24x7 (follow the sun) service operation. As a Customer Service Lead (CSL), he/she offers a first
**What you’ll do**
- Respond to questions, requests and problems received via our communication system
- Analyse and investigate issues making use of our Knowledge Platform and other diagnostic tools
- Document and codify knowledge and responses to issues such as help articles how to articles, onboarding documentation and communication templates
- Ensure customers receive prompt and efficient support and answers
- Give accurate follow up to bugs and feature requests, by informing the product development teams
- Responsible for accurate case documentation in ticketing system
- Setup playbooks and constantly looking for improvements and strive towards a decrease in effort for the customer
- Willingness to work weekend shifts as well
- Ability to identify and grow talent, lead and motivate and coach team members to establish and develop an effective team and manage team’s performance to continuous achieve targets
- Leading day-to-day operations - ensure consistent quality and efficiency across various channels
- Aligning and collaborating with other Global Customer Service Leads to ensure a globally consistent and higher performing service organization
- Bachelor’s degree: either technical or social
- You get a kick out of helping others forward, and providing a great experience comes naturally to you
- Strong verbal and written communication skills
- Experience in leading a team is preferred but not necessary. Those with no experience managing a team but with more years of experience will also be considered
- Have experience with, or keen interest in APIs, SaaS and other internet technology
- Fluent in English and at least one other language
- You have a growth mindset
- Relevant service experience, preferably in the software industry is an advantage
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