Customer Success Manager
7 days ago
The Customer Support Lead is a pivotal role within our organization, responsible for leading a high-performing support team and fostering an inclusive, collaborative, and productive team culture.
Key to success in this position is the ability to develop and train team members, set goals, manage performance, and motivate improvement.
- Team Leadership: Develop a high-performing support team through effective leadership, coaching, and mentoring.
- Culture Development: Create an inclusive, collaborative, and productive team culture that drives employee engagement and satisfaction.
- Performance Management: Set stretching but achievable goals, manage performance, celebrate successes, and motivate improvement where underperformance exists.
Key Responsibilities
- Customer Experience: Deliver exceptional customer experience across the entire customer journey.
- Support Delivery: Ensure excellence in support provided across phone, email, chat, and zoom interactions with empathy and clarity.
- Team Collaboration: Facilitate seamless communication with other teams to optimize trialist conversion, product onboarding, account management, and churn mitigation.
- Knowledge Base: Contribute to the Help Centre by expanding and improving content accessibility and user resources.
- Product Feedback: Drive product fixes and improvements by becoming a product master, understanding product use cases deeply enough to effectively communicate with the product team.
- Problem-Solving: Be the ultimate 'voice of the customer', delivering feedback to shape the product roadmap based on common customer needs and questions.
- Process Improvement: Enhance bug resolution through process and communication with the product team.
- Ticket Management: Utilize Intercom to ensure timely, helpful responses to customers and prospects regarding software and hardware issues.
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