Reporting to the Customer Success Manager, the Customer Support Lead provides guidance to a team of customer support professionals. The role focuses on maintaining high-quality customer service and ensuring effective issue resolution within established guidelines.
Strategic Responsibilities
- Assist the Customer Success Manager in implementing strategies that enhance customer support efficiency and quality.
- Monitor support metrics to ensure alignment with organizational objectives and KPIs.
- Promote a collaborative and customer-focused culture within the team.
Operational Responsibilities
- Oversee daily activities of the customer support team, ensuring adherence to standard operating procedures.
- Provide coaching and training to team members to improve customer service skills and technical knowledge.
- Act as a secondary escalation point for challenging customer inquiries, ensuring timely resolution.
- Conduct regular performance assessments and provide feedback to the Customer Success Manager on team progress.
- Assist with updating and maintaining support documentation and processes.
- Minimum of 3-5 years of experience in customer support, ideally within the telecom or technology sectors.
- Proven ability to coach and lead a customer support team effectively.
Education
- Bachelor's degree in Business, Information Technology, or a related field.
Skills
- Strong communication skills to effectively manage customer and team interactions.
- Excellent problem-solving skills to efficiently resolve customer issues and improve service processes.
What We Do
CEQUENS is a multi-award-winning omnichannel communication solutions provider. We are on a mission to simplify customer engagement through our innovation-focused solutions engineered for customer-first organizations.
We support businesses with communication APIs, multichannel applications and connectivity solutions such as SMS, WhatsApp Business, voice, and multifactor authentication. Our product suite aims to solve our customers’ unique problems and cultivate deeper human connections between businesses and individuals in every market we play.
With 5 office locations and 128+ direct network connections, CEQUENS empowers more than 1000 businesses in over 107 countries with faster, better, and stronger communication fine-tuned to their industries. Our platform boasts a 99.96% uptime and is built on industry-leading security standards.
CEQUENS is an ISO-certified and a PCI DSS-compliant company, and has been rated as a Tier One A2P SMS solutions provider in ROCCO's A2P SMS Market Impact Reports 2023. It is also recognized as a Meta Business Partner as well as a value-added service provider for Microsoft Teams Phone and WhatsApp Business. Our vision is to become the most compelling partner for developers, startups, and enterprises looking for simple and meaningful ways to connect.
For more info, contact [email protected]
