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Client Support Lead

What you will be doing:

As Client Support Lead, you will be responsible for providing white-glove client support to our end-users. You'll manage customer requests end-to-end, leveraging technical expertise and internal resources to identify user issues and perform appropriate troubleshooting in a timely, friendly manner. You will also monitor client support data and drive opportunities to improve our client support operations and overall user experience.

The successful candidate is a self-starter and relentless problem-solver who shares an obsession for delivering world-class client support with exceptional service and operational excellence.

Responsibilities Include:

  • Prioritize and resolve client support inquiries through various channels (email, live chat, and phone)
  • Perform troubleshooting analyses and apply findings to best resolve client support requests
  • Consistently document and track client support interactions
  • Monitor and report client support data to help improve the overall user functionality
  • Create a scaleable, efficient client support process that ensures quick, high-quality resolutions to users
  • Collaborate with Client Success, Product Management, and Engineering teams to proactively identify and improve user functionality

Qualifications:

  • 2–4 years experience in client support or IT/service desk; software support preferred
  • Sophisticated ability to deliver an amazing customer experience 
  • Strong communication skills (both written and verbal)
  • Empowered individual who sees tasks through to completion
  • Excellent attention to detail and prioritization skills
  • Ability to build relationships with various personalities/teams
  • Keen eye for process improvements and efficiency
  • Growth-company DNA—you excel in a fast-paced environment with competing priorities and deliverables
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