Customer Support Lead

We are looking for a Customer Support Lead who is passionate about delivering exceptional service to our clients in the fast-paced tech landscape. This role is crucial in ensuring that our customer support team operates efficiently and effectively, providing timely solutions to our users and enhancing their experience with our platforms.

Key Responsibilities:

• Leadership and Team Development:
• Lead a team of customer support associates, providing guidance and support to ensure they meet performance metrics.
• Conduct regular training sessions on our middleware solutions, webshop functionalities, and mobile POS system to keep the team updated.
• Foster a positive team culture that emphasizes collaboration, accountability, and continuous learning.
• Customer Engagement and Support:
• Oversee the resolution of customer inquiries related to klikit product
• Develop and refine support processes to handle technical issues and user queries effectively, minimizing response times.
• Create a knowledge base and documentation to empower customers and reduce repetitive inquiries.
• Operational Efficiency:
• Monitor team performance through metrics such as response time, resolution time, and customer feedback, identifying areas for improvement.
• Implement tools and technologies that streamline customer support operations, enhancing overall efficiency.
• Collaborate with the product team to relay customer feedback and drive improvements in our offerings.
• Reporting and Analysis:
• Generate and present regular reports on customer support performance, trends, and customer satisfaction to senior management.
• Analyze customer interactions to identify patterns and propose actionable solutions for common issues.
  

Qualifications:

• Bachelor's degree
• 3+ years of customer support experience, preferably in a tech or SaaS environment, with at least 1 year in a leadership role.
• Strong knowledge of customer support tools and best practices, particularly in SaaS.
• Excellent problem-solving skills with the ability to think critically under pressure.
• Proven ability to communicate technical information clearly to non-technical users.
  
  

What You Bring:

• High Energy — you are excited, if not electric, to be joining a company at the intersection of kitchens and the creator economy, and you’re ready to contribute to the success of both. A win for us is a win for them.
• Self Starter — you can work autonomously and you love questioning the status-quo, always keeping one eye on the broader vision. When you see an opportunity you get out of your chair and make it happen.
• Keen to Learn — startups don’t stand still and neither do you. Everything from product development to new market launches, you’re interested in everything it takes to start and grow a business
• Strong Communicator — you are able to understand, adapt, and work alongside a wide array of stakeholders across multiple cultures and time zones
  
  

What We Offer:

• Competitive at Market Salary Package (including Employee Benefits such Insurance, Health etc.)
• Insurance
• Paid Company Holidays
• Exposure to a high-growth startup backed by top Filipino, SEA, AUS, and USA investors in the creator, food, crypto and tech worlds.
• We pride ourselves in being a team that promotes diversity, inclusion, mindfulness - if you are interested please make an application, we can’t wait to hear from you!