Customer Support Team Lead-US

Posted Dec 17

The Role

DocFox is looking for an exceptional candidate to manage our growing team of Customer Support Specialists. In this newly created role, you will be responsible for providing exceptional customer service and ensuring that our support team is equipped with the knowledge and resources needed to provide world-class support to our customers.

Responsibilities:

  • Manage and lead a team of Customer Support Specialists (both Jnr and Snr Support Specialists), providing guidance and support as needed to ensure exceptional customer service. This includes:
  1. Running 1:1s with direct reports
  2. Tracking individual team member performance metrics
  3. Holding team accountable
  4. Training team on new features and processes
  5. Ensuring team has the necessary tools to excel in their job
  • Develop and maintain a thorough understanding of our product and industry to provide expert-level support to our customers and internal team members.
  • Work with the CS Lead to develop and implement processes and procedures to improve the efficiency and effectiveness of the support team. For example: Configuration and QA Process, New User Training Process, New Hire Onboarding Process, and Technical Support Escalation Process.
  • Analyze support metrics and customer feedback to identify areas for improvement and implement solutions.
  • Develop and maintain a positive team culture that fosters growth, accountability, and collaboration.

Requirements:

  • Bachelor's Degree
  • 3-5 years’ relevant experience in a customer focused position involving technical knowledge of a company's products and services' (preferably within the SaaS industry)
  1. 2 of the 3-5 years’ experience leading a growing team.
  • Willingness to work US hours.
  • Conducive remote working environment when handling client/business calls.
  • Passion for understanding technology.
  • Exceptional interpersonal skills, time-management skills, & excellent problem-solving skills.
  • Demonstrated ability to work independently in a fast-paced environment.
  • Experience with the following:
  1. Zendesk
  2. HubSpot

Nice to Haves:

  • Worked in start-up environment
  • Have an understanding of financial banking processes
  • Experience with the following:
  1. Google Suite
  2. Microsoft Excel