Customer Support Lead
Job Summary
To support a dynamic Customer Support Team, the full-time remote Customer Support Lead will provide advanced technical support, coordinate daily operations, and mentor team members while serving as the primary escalation point for complex customer issues.
Key responsibilities
- Troubleshoot complex support issues and monitor support queue health to ensure service level agreements are met
- Lead daily Support Scrum meetings and facilitate communication of priorities and progress among team members
- Identify trends and opportunities for process improvement while mentoring and coaching Customer Support Specialists
Required qualifications
- Advanced knowledge of Alliance products and support processes
- Minimum of 4 years of customer support experience with demonstrated advanced product knowledge
- Experience in mentoring, training, or leading peers
- Strong customer service and conflict resolution skills
- Ability to analyze support trends and identify improvement opportunities
Complete Job Description
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