Customer Support Lead
At Squadcast, we are building a world-class SAAS platform helping engineers around the globe manage incidents the SRE way. We are looking for a driven Customer Support lead who can build our support program ground up and lay the foundation for the great support.
What will you do?
- Become a technical expert on the Squadcast platform
- Understand our ICPs and common use-cases well
- Take ownership of customer reported issues and see problems through to resolution via Email, Chat, Phone, and Zoom
- Contribute to our FAQs, which serves as our customer’s knowledge base
- Demonstrate Squadcast platform to the customers and conduct training
- Draft, implement and execute policies and procedures to facilitate a quality customer support experience
- Establish performance metrics for customer service representatives
- Establish service levels and requirements for the department
- Develop and implement methods to record, assess, and analyze customer feedback
- Develop and implement training and quality assurance programs for new hires and experienced employees
- Collaborate with internal stakeholders (Engineering, Product, Sales, Support) and be the ‘Voice of the Customer to provide visibility into escalations and requests
Skills required for the role:
- A bachelor's degree in a technical area - Engineering or Computer Science
- Good understanding of software building lifecycle
- 5 - 7 years of experience in leading a customer support team, ideally for a B2B software product
- Strong analytical thinking skills - a love for solving complex problems and identifying patterns
- Lots of energy, a strong entrepreneurial spirit, and excitement about being part of something big
- The ability to grow and inspire a team
- Excellent customer relationship and communication skills