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Global Customer Support Lead
2 months ago
Job Summary: We are seeking a highly skilled and experienced Global Customer Support Lead to join our team at Fluent Commerce. As a key member of our Site Reliability Engineering department, you will be responsible for leading a dynamic team of Technical Customer Support Specialists and regional Support Leads. Your primary focus will be on delivering exceptional support services to our customers and partners while optimizing support processes to meet service level agreements (SLAs).
Key Responsibilities:
- Customer Support Leadership: Develop and execute a customer support strategy that aligns with the company's goals and objectives. Lead a team of Technical Customer Support Specialists and regional Support Leads to ensure the delivery of high-quality support services.
- Incident Management: Oversee end-to-end incident management processes, including root cause analysis, communication with customers and partners, and resolution of issues.
- Process Optimization: Continuously analyze and optimize support processes to improve efficiency and meet SLAs. Identify areas for improvement and implement changes to enhance the customer experience.
- Customer Obsession: Maintain a customer-centric focus and advocate for customer needs throughout the organization.
- Business Initiatives: Collaborate with tech teams to ensure support needs are addressed in new product development and ongoing product life-cycle efforts.
Requirements:
- Proven experience in a technical support role, with at least 3+ years of experience working for a technology (SaaS) company.
- Leadership experience owning and scaling support operations in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, partners, and internal stakeholders.
- Analytical skills to interpret data and make data-driven decisions.
- Experience with Atlassian product suite and other support-related tooling.
- Strong technical experience and aptitude to understand and contribute to the resolution of customer support issues.
What We Offer:
- A fun and collaborative work environment.
- A share in Fluent Commerce's success through a share options scheme.
- Opportunities for professional growth and development.
- A flexible and supportive leave policy.
- A centrally located tech office in Sydney, with a fun office space and outdoor tiki bar.
