Client Support Lead
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What you will be doing:
As Client Support Lead, you will be responsible for providing white-glove client support to our end-users. You'll manage customer requests end-to-end, leveraging technical expertise and internal resources to identify user issues and perform appropriate troubleshooting in a timely, friendly manner. You will also monitor client support data and drive opportunities to improve our client support operations and overall user experience.
The successful candidate is a self-starter and relentless problem-solver who shares an obsession for delivering world-class client support with exceptional service and operational excellence.
Responsibilities Include:
- Prioritize and resolve client support inquiries through various channels (email, live chat, and phone)
- Perform troubleshooting analyses and apply findings to best resolve client support requests
- Consistently document and track client support interactions
- Monitor and report client support data to help improve the overall user functionality
- Create a scaleable, efficient client support process that ensures quick, high-quality resolutions to users
- Collaborate with Client Success, Product Management, and Engineering teams to proactively identify and improve user functionality
Qualifications:
- 2–4 years experience in client support or customer service; software support preferred
- Sophisticated ability to deliver an amazing customer experience
- Strong communication skills (both written and verbal)
- Empowered individual who sees tasks through to completion
- Excellent attention to detail and prioritization skills
- Ability to build relationships with various personalities/teams
- Keen eye for process improvements and efficiency
- Growth-company DNA—you excel in a fast-paced environment with competing priorities and deliverables
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