On behalf of Tipalti, SD Solutions is looking for a talented Customer Support Team Lead to step onto a fintech unicorn rocketship!
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
The Technical Customer Support Team Lead supervises an assigned Customer Support Engineer team, responds to the most complex escalated technical customer issues, and collaborates with leadership on department initiatives.
Responsibilities:
- Providing supervision, coaching and training/professional development to the assigned team.
- Collaborating with teams across Customer Success, Product and Engineering on customer trends and product feedback.
- Owning team KPIs and being accountable for team results, progress on goals.
- Responding to complex escalated issues, categorized as Sev2/Red.
- Initiating, overseeing and collaborating on Support team projects and initiatives.
- Maintaining up-to-date knowledge on product updates and the product roadmap.
- Overseeing the development and maintenance of department documentation and training materials.
- Collaborating with leadership on department initiatives.
Requirements:
About you
What you’ve learned:
- Bachelor’s degree in a business-related field, or equivalent experience- a must
- Your background includes:
- 5+ years of providing hands-on customer support.
- 2+ years providing training, mentorship and coaching to others - a must
- Experience in a SaaS, ERP, and/or Fintech environment preferred.
- Experience in a project management role is helpful.
Your skills include:
- Excellent written and verbal communication skills in English. Depending on the geographic location and business needs, may also require proficiency in the official language of the country or province.
- Ability to work in a fast-paced environment, managing multiple priorities with detail and accuracy.
- Excellent problem-identification and problem-solving skills.
- Extensive experience working with ticketing systems (e.g., Zendesk) and/or CRM systems (e.g., Salesforce).
- Extensive experience with payment systems - nice to have.
- Experience with reading and understanding HTML code and performing advanced debugging - nice to have.
About the company:
It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding.
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