Customer Support Team Lead

Job Summary

A company is looking for a Care Team Lead to join their Customer Support department.

Key Responsibilities:

• Lead and mentor a team of support agents, ensuring high-quality assistance and team engagement
• Oversee daily operations of the support team, addressing customer inquiries and troubleshooting escalated issues
• Develop and maintain internal documentation and collaborate with cross-functional teams to improve customer experience

Qualifications:

• At least 3 years of experience leading a customer support or operations team, preferably in a SaaS or FinTech environment
• Proven experience in maintaining and updating support documentation
• Experience leading and motivating a remote team
• Proficiency in mathematics and numerical analysis
• Familiarity with customer support tools and basic understanding of technical troubleshooting in SaaS products