Customer Support Lead at Human-Aware Real-Time Solutions Limited

We are seeking a Customer Support Lead who will be responsible for overseeing the day-to-day operations of our customer support team, ensuring that all customer inquiries and issues are addressed efficiently and effectively. As a leader, you will play a key role in setting the tone for our support team’s culture and ensuring the highest level of customer satisfaction.

You will have a unique opportunity to shape the customer experience of a fast-growing tech startup and will work closely with Product, Engineering, and Marketing teams to ensure our customers are getting the best possible service.

Key Responsibilities:

Team Leadership:

• Lead, motivate, and manage a team of customer support agents to deliver outstanding service.
• Conduct regular one-on-one meetings, team check-ins, and performance reviews.
• Help identify training needs and organize continuous learning for team members to improve their skills.

Customer Support Management:

• Oversee and manage day-to-day customer support operations, including tracking and responding to inbound inquiries via chat, email, phone, and social media.
• Monitor key customer support metrics (response times, customer satisfaction, etc.) and take necessary actions to improve team performance.
• Implement best practices for handling difficult or complex customer interactions and ensure quick resolution of issues.

Escalation Handling:

• Act as the point of escalation for any customer issues that require advanced troubleshooting or management intervention.
• Work with the engineering team to diagnose and resolve technical issues.

Process Improvement:

• Continuously analyze support workflows and customer feedback to identify areas for improvement.
• Develop and refine customer support procedures, tools, and documentation.
• Advocate for the voice of the customer and ensure customer feedback is communicated across the organization.

Collaboration & Cross-Functional Support:

• Collaborate with Product, Sales, and Marketing teams to ensure a consistent customer experience across all touchpoints.
• Assist in product releases or feature updates by ensuring that customers are informed and properly supported.

Reporting & Analytics:

• Generate regular reports on team performance, customer feedback, and emerging trends.
• Use data and customer insights to propose service enhancements and support strategies.

Qualifications:

Experience:

• 2+ years in customer support, with at least 1 year in a leadership role (ideally in SaaS or tech support).
• Experience managing a team in a fast-paced, customer-first environment.
• Previous experience with online services or communication platforms is a plus.

Skills:

• Strong leadership, coaching, and team-building skills.
• Excellent communication skills, both written and verbal.
• Analytical mindset with the ability to use data to drive decisions.
• Ability to troubleshoot and resolve technical issues quickly.
• Knowledge of customer support tools (e.g., Zendesk, Freshdesk, Intercom) and ticketing systems is an added advantage.
• Familiarity with online marketing/engagement tools is a plus.

Personal Traits:

• A customer-focused attitude with a passion for providing exceptional support experiences.
• A self-starter with excellent time management skills.
• Empathetic, patient, and solutions-oriented approach when dealing with customers.
• Comfortable working in a startup environment that requires flexibility and adaptability.