Customer Support Lead (Tech Background)

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

• Oversee the day-to-day operations of the CS team
• 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.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Build expertise in our product and educate customers benefits of our services.
• Set a clear mission and deploy strategies focused towards that mission
• 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
• Provide strong written documentation for all user communications including direct user questions, internal research, FAQ/knowledge content, and etc.
• Develop service procedures, policies and standards
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Create internal processes that ensure delightful interactions at all stages of the customer life-cycle.
• Maintain an orderly workflow according to prioritie
• Keep accurate records and document customer support actions and discussions
• Analyse statistics and compile accurate reports
• Ensuring representatives are receiving actionable feedback to improve their performance
• Creating and implementing customer support training programs
• Improve customer support experience, create engaged customers and facilitate organic growth
• Recruit, mentor and develop customer support representatives and nurture an environment where they can excel through encouragement and empowerment
• Responsible for tracking and reporting on customer service KPIs

Requirements

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

Benefits

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