Customer Support Lead（Tech Background）

Description

LeetCode is looking for an experienced Customer Support Lead to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Provide customer support via online platforms - (online ticketing, community forums etc)
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Oversee the day-to-day operations of the CS team
• Provide strong written documentation for all user communications including direct user questions, internal research, FAQ/knowledge content, and etc.
• Responsible for tracking and reporting on customer service KPIs
• Maintain an orderly workflow according to priorities
• Keep accurate records and document customer support actions and discussions
• Analyse statistics and compile accurate reports
• Creating and implementing customer support training programs
• Improve customer support experience, create engaged customers and facilitate organic growth
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Recruit, mentor and develop customer support representatives and nurture an environment where they can excel through encouragement and empowerment
• Ensuring representatives are receiving actionable feedback to improve their performance
• Create internal processes that ensure delightful interactions at all stages of the customer life-cycle.
• Set a clear mission and deploy strategies focused towards that mission
• Take ownership and be the first point of contact for customer questions and issues, work with the appropriate stakeholders (e.g. product, engineering, marketing, content), to resolve the problems.
• Develop service procedures, policies and standards
• Build expertise in our product and educate customers benefits of our services.

Requirements

• Big plus if had previous experience with Customer Support in relevant industry (SaaS), at a startup ~50 employees in size.
• Well-organized and ability to prioritize
• Excellent knowledge of management methods and techniques
• BS degree in Business Administration, MIS (Management Information System) or related field
• Top notch communication skills (written and verbal) and demonstrated ability to communicate effectively between departments of the organization. Working knowledge of customer service software, databases and tools
• Customer service orientation
• Working knowledge of the Internet and web-based applications
• Willing to be flexible based on business demands
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Ability to act in a responsive and sensitive manner to all customer inquiries
• Awareness of industry’s latest technology trends and applications
• 1+ years of people management experience
• Advanced troubleshooting and multi-tasking skills
• Must have a high level attention to detail and accuracy
• Proven working experience as a Customer Support Lead
• Proficient in software such as Zendesk, Excel, Google Docs or other related software
• Excellent ability to multi-task;
• Patient, empathetic, can put yourself in the customers' shoes and advocate for them when necessary
• Creative problem-solver that can envision and articulate solutions to complex customer problems and issues

Benefits

• Flexible Paid Time Off (Vacation, Sick & Public Holidays)
• Wellness Resources
• Family Leave (Maternity, Paternity)
• Standing Desks & Ergonomic Chairs
• Retirement Plan (401k, IRA)
• Health Care Plan (Medical & Dental)
• Flexible Working Hours
• Free Food & Snacks
• Competitive salary
• Work From Home
• Short Term & Long Term Disability