Technical Support Team Lead - Tier 1

October 11

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Further

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Strategy • Data Strategy • Measurement Strategy • Data Engineering • Data Integration

201 - 500

Description

• FURTHER is seeking an experienced Support Team Lead to join our global customer support organization. • Responsible for implementing strategies to enhance customer satisfaction, optimize resolution times, and improve support processes. • Analyze performance metrics and provide valuable insights for product development. • Lead a team of Level 1 support representatives and prioritize customer issues.

Requirements

• Bachelor's degree in Business, Computer Science, or related field (or equivalent experience) • 5+ years of experience in customer support or technical support roles • 2+ years of experience in a management or team lead position • 3+ years of experience working with SaaS products, preferably in a support or customer success capacity • Proven experience collaborating with leading global teams across multiple time zones • Excellent problem-solving and analytical skills • Proficiency in support ticket management systems like Zendesk and CRM software