Customer Support Lead

Job Summary

Leading the customer support experience in a full-time hybrid role, the Support Lead will manage a team of product experts, harness customer data to improve product offerings, and ensure a seamless feedback loop between support and product development.

Key responsibilities

• Oversee the customer support strategy, focusing on AI integration and team performance
• Audit and enhance the overall support experience, identifying areas for improvement based on customer feedback
• Develop and implement systems to transform customer insights into actionable product changes and support content

Required qualifications

• Proven experience in building and leading customer support teams
• Familiarity with AI technologies and their application in customer support
• Strong understanding of customer relationship management and feedback integration
• Experience in performance management and employee development
• Ability to analyze customer interactions and identify systemic improvements