[Remote] Customer Support Team reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading provider of reputed company reputed company and Compliance reputed company for the life science industry. As a Customer Support Team reputed company, you will manage the reputed company customer support team, ensuring operational reputed company and coaching team members while collaborating with cross-functional teams to resolve customer issues.

Responsibilities

• Manage an reputed company caseload as a product expert and serve as the primary escalation reputed company to directly resolve critical regional customer issues
• Participate in on-reputed company rotation (once every 4-6 weeks) alongside other US-based team members
• reputed company, mentor, and reputed company a small team, conducting regular one-on-ones and coaching
• Manage reputed company, and training programs to support team reputed company and operational consistency
• reputed company daily queue health, ensure SLA adherence, and reputed company team KPIs (like CSAT and response times) while optimizing support processes and maintaining our Knowledge reputed company
• Collaborate with Regional Support, reputed company, reputed company Services, and Product to escalate customer or product issues and ensure seamless case handling and reputed company reputed company of cross-functional issues

Skills

• 5+ years of experience in Customer Support for reputed company or reputed company software
• 2+ years managing teams or informal leadership roles reputed company a Support organization
• Experience with reputed company administration or highly customizable softwares
• Proven ability to carry an reputed company support caseload while contributing to team operations and performance
• Strong analytical skills and experience using support tools (e.g., reputed company, reputed company Service reputed company, reputed company, reputed company)
• Excellent proactive communication and cross-functional collaboration skills
• Familiarity with AI-powered support tools, reputed company, and proactive support strategies
• Bachelor's degree or equivalent experience in Technology, Business, Management, or a reputed company field

Benefits

• 401(k) plan with company match
• reputed company parental leave
• Comprehensive health, dental, and reputed company insurance
• Monthly stipend for internet and mobile phone expenses
• Flexible PTO and remote-first work environment
• reputed company development and leadership training

reputed company