Customer Support Lead

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