Customer & Support Engineering Lead

What You’ll Do

• Leadership & Strategy:
  • Develop and execute the strategic vision for the Support department to drive customer satisfaction and retention.
  • Lead, mentor, and manage a diverse team of support professionals, fostering a culture of excellence, collaboration, and accountability.
  • Establish performance metrics and KPIs to monitor team performance, customer satisfaction, and delivery.
• Customer Experience Management:
  • Oversee the design and implementation of customer support processes and workflows to ensure high-quality delivery.
  • Collaborate with cross-functional teams to address and resolve complex customer issues and ensure a seamless customer experience.
• Operational Excellence:
  • Develop and manage budgets for the Support department, ensuring optimal resource allocation and cost efficiency.
  • Implement and maintain support tools, technologies, and systems to enhance operational efficiency and quality.
• Training & Development:
  • Create and deliver training programs and resources to enhance team skills, knowledge, and performance.
  • Foster a learning environment and support professional development opportunities for team members.
• Customer Advocacy:
  • Act as a customer advocate within the company, ensuring that customer needs and concerns are communicated and addressed effectively.
  • Develop and maintain strong relationships with key clients, stakeholders, and partners to enhance customer loyalty and retention.
  • Shape best practices and company culture as we grow.

Education & Experience

• Minimum of 8-10 years of experience in customer support management, with at least 3-5 years in a leadership role.
• Proven track record in a leadership role successfully managing and scaling support operations, preferably in a B2B SaaS and in a fast-paced environment.

Skills & Competencies

• Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
• Excellent communication, interpersonal, and problem-solving skills.
• Deep understanding of customer support best practices, tools, and technologies.
• Hands-on technical skills with Python programming for scripting, automation, and troubleshooting.
• Excellent analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues quickly.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Strong organizational skills and the ability to manage multiple priorities and projects simultaneously.
• Previous experience in a fast-paced startup environment.
• Previous experience in ML/AI focused support is a plus.