Customer Support Tech Lead
About the Role
You will oversee customer support engineers, handle complex and escalated technical issues, monitor and analyze support metrics, and continuously improve support processes. You will create reports, maintain and update the knowledge base, interact directly with customers to gather feedback, and train and mentor engineers to raise service quality.
Requirements
- 5+ years experience in customer service for software products, preferably in a service provider environment
- Proven leadership and team management experience
- Excellent verbal and written communication skills
- Strong root cause analysis and problem-solving abilities
- Customer orientation and focus on service quality
- Familiarity with technical troubleshooting for software products
- Strong organizational and prioritization skills
- Passion for FinTech, Cryptocurrency, DeFi, and Blockchain
Responsibilities
- Monitor and evaluate customer support performance using metrics such as response times, resolution times, and customer satisfaction
- Act as point of contact for complex and escalated customer issues and coordinate solutions across departments
- Assess and improve support processes by developing procedures, updating workflows, and adopting new technologies
- Interact directly with customers to provide support and gather feedback
- Create detailed reports and analyses on support activities, team performance, and customer feedback
- Maintain accurate knowledge base documentation of common issues, solutions, and best practices
- Train and mentor customer tech support engineers and conduct performance reviews
Benefits
- Relocation package
- Unlimited PTO
- Computer equipment and workplace furniture
- $2500/year learning and development allowance