Transformative Student Experience Champion

2 weeks ago

Karachi, Sindh, Pakistan beBeeLeader Full time
Customer Support Team Lead

Empower students and institutions by leading a high-performing customer support team.

Drive process improvements, maintain key performance metrics, and ensure customer feedback shapes product evolution.

  • Lead a team of Technical Support Analysts to deliver exceptional customer experiences.
  • Develop and implement scalable support processes to accommodate growth.
Technical Expertise & Development
  • 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.
Operations & Tools Management
  • Oversee support tooling operations and maintenance.
  • Lead implementation of ticketing processes to improve efficiency and customer experience.
  • Develop processes that maintain quality while accommodating growth.
Cross-Functional Collaboration
  • Partner with Product, Engineering, Customer Success, and other teams to transform customer feedback into product improvements.
  • Coordinate support readiness for major feature releases.
  • Analyze support ticket data to identify common issues and develop upstream solutions.
Strategic Initiatives
  • Establish and oversee global support operations.
  • Stay current with support industry trends.
  • Identify new and innovative AI-driven support tools.
  • Implement best practices to continually elevate the support experience.
Required Skills & Qualifications
  • 3+ years leading technical support teams in an enterprise SaaS environment.
  • Strong technical background and troubleshooting expertise.
  • Proven track record scaling high-performing support teams.
  • Exceptional analytical, problem-solving, and communication skills.
  • Detail-oriented with unwavering commitment to quality.
  • Excellent customer relationship management abilities.
  • Experience implementing support tools is highly valued.
Benefits
  • Be part of a customer-centric team addressing core issues in higher education.
  • Join at the ground level of a developing organization, build/lead a team critically responsible for its growth.
  • Work and learn from thought leaders in higher education and SaaS.
  • Part of a culture where ownership, new ideas, and creativity are celebrated.
  • Generous stock options in a growing startup.
  • Flexible, outcome-based culture.
  • Medical, dental, vision, and life insurance.
  • 401K and commuter benefits.
  • Annual international retreats.

Equal Opportunity Employer. Diverse teams make innovation possible.

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