Customer Support Lead

October 31

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SheCodes

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Description

• SheCodes is a global platform dedicated to empowering women by teaching coding and tech skills through accessible, high-quality online courses. • We are looking for a Customer Support Lead to join our mission-driven team, providing a high level of customer support. • You'll oversee the Customer Support team, design and implement support processes, and ensure positive learning experiences for participants. • Manage a remote team of support agents and develop efficient support processes and workflows. • Monitor and report metrics to identify areas for improvement and drive data-driven decisions. • Handle escalations and resolve complex issues while collaborating with various teams for quick resolutions. • Develop self-service resources to empower users to find answers independently. • Instill a culture of customer empathy and continuous improvement.

Requirements

• Experience: 3+ years of experience in a customer support role, with at least 1 year in a leadership position, preferably in EdTech, SaaS, or an online learning environment. • Customer Focus: Strong empathy and passion for helping others, with a proven ability to resolve customer issues effectively and efficiently. • Communication Skills: Exceptional written and verbal communication skills, with a focus on clear, empathetic, and proactive support. • Problem Solving: Demonstrated ability to think critically, solve problems quickly, and make sound decisions in high-pressure situations. • Leadership Skills: Experience in managing, coaching, and motivating remote teams to meet and exceed performance goals. • Process-Oriented: Strong organizational skills with a focus on creating and optimizing workflows and support processes. • Tech-Savvy: Proficient in customer support tools (e.g., Zendesk, Intercom) and project management systems (e.g., Linear, Notion). • Education: Bachelor’s degree or equivalent experience in Business, Communications, or a related field.