Customer Support Lead

As a Customer Support Lead, you will work closely with the Customer Support leadership to help build a team of elite Customer Support Coaches. You will make our company motto of “more reservations, happier guests” a reality by providing outstanding support to our customers and coaches around the world. To drive this point forward, you will be responsible for reviewing and aligning your team’s productivity to our overall departmental goals.

What You Will Do:

• Lead and manage frontline customer support teams.

• Monitor team KPIs to ensure team members' efficiency, accuracy, and effectiveness across all customer access channels (eg. chat, email, phone etc). 

• Manage escalations from customers, internal teams, and leadership, and plays proactively during system outages to coordinate resolution efforts and minimize impact on customer experience.

• Demonstrate expert knowledge of the Cloudbeds suite of products with the ability to troubleshoot, identify, and escalate possible bugs and issues through the JIRA platform.

• Conduct 1:1 meetings with team members, as well as be responsible for ongoing career development and continuous learning. Regularly deliver feedback and coaching initiatives to address behavioral and performance issues.

• Ensure team staffing levels are balanced to meet service goals and volume in day to day operations. 

• Provide suggestions and take ownership of projects to improve department processes and efficiency.

• Be an active participant in providing exceptional customer service with every interaction by assisting the customer support team in quickly resolving customer issues, identifying and participating in quickly and effectively de-escalating situations, and proactively following up on customer feedback. 

• Able to test in-house and write work requests/JIRA tickets.

• Collect and provide training recommendations and feedback for enhanced working knowledge of support coaches.

• Conduct an advanced level of training for internal needs.

• Promote a positive team/work environment and exhibit strong leadership qualities.

• Follow up on customer’s satisfaction feedback, providing constructive feedback to support coaches, and offering strategic suggestions to enhance overall team performance and improve customer satisfaction metrics.

• Assist in the hiring process by participating in interviews, evaluating candidates, and providing input on hiring decisions to build a high-performing customer support team.

Required: 

• Minimum of two years experience in a customer support supervisor role or similar.

• Familiarity with customer support operations in a fast-paced SaaS environment.

• Excellent communication skills (written and oral in English) and interpersonal skills.

• Must possess excellent customer service skills and problem-solving skills 

• Strong coaching and people development skills

• Experience with Zendesk or similar ticketing platforms.

• Experience in hospitality/tourism is preferred.

• Excellent internet/Wi-Fi connection.

Key Competencies: 

• Strong Leadership Skills: Ability to lead and motivate a team of customer support representatives, providing guidance, coaching, and feedback to help excel in their roles

• Customer-Focused Mindset: A passion for delivering exceptional customer service and a commitment to meeting and exceeding customer expectations

• Team Collaboration: Demonstrated experience in collaborating effectively with cross-functional teams in product, sales, account management, and onboarding.

• Technical Proficiency: Ability to quickly learn, navigate, and troubleshoot new technologies and platforms

• Analytical Thinking: Capacity to analyze customer support metrics and data to identify trends and areas for improvement, leading to enhanced efficiency and customer satisfaction. 

Note: This is a remote position that can be done from anywhere.