Support Team Lead

7 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

About the Role:

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This leadership position plays a critical role in driving customer support excellence.

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The successful candidate will lead a team of Technical Support Analysts, ensuring seamless customer interactions and fostering a culture of continuous improvement.

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Responsibilities include:

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  • Driving and maintaining critical support KPIs, including ticket backlog, CSAT, SLAs, and resolution times\
  • Recruiting, onboarding, and developing Technical Support Analysts, conducting performance reviews and providing growth opportunities\
  • Forecasting staffing needs based on customer deployment and peak usage period projections\
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Technical Expertise & Development:

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The ideal candidate will possess strong technical expertise and troubleshooting skills, with experience in enhancing the team's abilities through ongoing training and ticket deep dives.

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They will also be responsible for supporting complex technical troubleshooting, data validation, and integration-related issues, while championing continuous improvement in resolution speed, quality, and tone of voice.

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Cross-Functional Collaboration:

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This leader will partner with Product, Engineering, Customer Success, and other teams to transform customer feedback into product improvements, training, and implementation enhancements.

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They will coordinate support readiness for major feature releases, analyzing support ticket data to identify common issues and develop upstream solutions.

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Strategic Initiatives:

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The successful candidate will establish and oversee global support operations, staying current with industry trends and identifying new AI-driven support tools.

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They will implement best practices to continually elevate the support experience, promoting a culture of excellence and innovation.

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You'd be a great fit for this role if you have:

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  • A minimum of 3 years leading technical support teams in an enterprise SaaS environment\
  • A strong technical background and troubleshooting expertise\
  • A proven track record scaling high-performing support teams\
  • Exceptional analytical, problem-solving, and communication skills\
  • Detail-oriented with an unwavering commitment to quality\
  • Excellent customer relationship management abilities\
  • Experience implementing support tools is highly valued\
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Why This Role Matters:

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This position offers the opportunity to make a significant impact on customer satisfaction and loyalty, while contributing to the growth and success of a dynamic organization.

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