Description

You will oversee a Client Support team, ensuring fast, high-quality support while improving systems and processes. You'll help scale support through AI, automation, and self-service, and collaborate with cross-functional teams to enhance the client experience.

Requirements

• 3+ years managing a support or client success team
• Customer-first mentality
• Experience with technical SaaS product support
• Experience leveraging automation or AI-driven tools preferred
• Proficient with CRM systems

Responsibilities

• Manage and develop a team of Client Support Specialists
• Manage day-to-day support operations and work in queue when needed
• Develop operational procedures and quality standards
• Review and handle escalated client issues
• Track and report on key support metrics