Customer Support Team Lead

10 hours ago


Karachi, Sindh, Pakistan beBee Careers Full time

Customer Support Team Lead

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We are seeking a highly skilled and experienced Customer Support Team Lead to join our team. In this role, you will be responsible for leading a team of Technical Support Analysts while driving process improvements, maintaining key performance metrics, and ensuring customer feedback shapes our product evolution.

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Main Responsibilities:

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  • Drive and maintain critical support KPIs including ticket backlog, CSAT, SLAs, and resolution times.">
  • Recruit, onboard, and develop Technical Support Analysts, conducting performance reviews and providing growth opportunities.">
  • Forecast staffing needs based on customer deployment and peak usage period projections.">
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Techincal Expertise & Development:

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  • Enhance the team's technical abilities through ongoing training and ticket deep dives.">
  • Support complex technical troubleshooting, including data validation and integration related issues.">
  • Champion continuous improvement in resolution speed, quality, and tone of voice.">
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Cross-Functional Collaboration:

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  • Partner with Product, Engineering, Customer Success, and other teams to transform customer feedback into product improvements, training, and implementation improvements.">
  • Coordinate support readiness for major feature releases including QA, documentation, and training.">
  • Analyze support ticket data to identify common issues and develop upstream solutions.">
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About You:

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You have 3+ years of experience leading technical support teams in an enterprise SaaS environment. You have a strong technical background and troubleshooting expertise, and have a proven track record scaling high-performing support teams. You are detail-oriented with unwavering commitment to quality, and have excellent customer relationship management abilities.

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Benefits:

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  • You will have the opportunity to work with a fast-growing startup that is addressing core issues in higher education via an expandable platform that is loved by students and valued by administrators.">
  • You will be part of a culture where ownership, new ideas, and creativity are celebrated.">
  • You will have access to generous stock options, flexible, outcome-based culture, medical, dental, vision, and life insurance, 401K, and commuter benefits.">
  • You will be able to learn from some of the most prominent thought leaders in higher education and SaaS.">
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