✅ Lead and manage the Technical Support Team, providing guidance, coaching, and mentorship to team members
✅ Ensure timely and effective resolution of customer technical issues and inquiries
✅ Collaborate with cross-functional teams, including product development and QA, to escalate and resolve complex technical issues
✅ Analyze support metrics and performance data to identify areas for improvement and implement process enhancements
✅ Develop and implement training programs to enhance the technical skills of the support team
✅ Act as a point of contact for critical customer escalations and ensure prompt and satisfactory resolution
✅ Stay updated with the latest product features and updates to provide accurate and up-to-date support to customers
Requirements:
✅ Proven experience in a technical support role, with at least 5 years of experience in SaaS support
✅ Strong technical acumen and ability to troubleshoot software-related issues effectively
✅ Excellent communication and interpersonal skills, with a customer-centric approach
✅ Leadership and team management experience, with the ability to motivate and inspire the support team
✅ Familiarity with CRM and ticketing systems to manage support requests efficiently
✅ Strong problem-solving abilities and the ability to handle challenging technical situations with empathy and professionalism
