About Snaplii
Snaplii is a leading digital wallet platform transforming the way users and merchants engage. With secure payment options, cashback benefits, and data-driven marketing solutions, we strive to create an unparalleled shopping experience.
As we expand across North America, we are seeking an experienced Customer Support & Engagement Lead to help elevate our customer experience and manage a growing support team.
About the Role
This role is ideal for a seasoned customer service professional with leadership experience. As the Customer Support & Engagement Lead, you will oversee day-to-day operations, manage a team of support associates, and develop strategies to improve customer satisfaction and retention.
You will also collaborate cross-functionally with product, marketing, and operations teams to ensure customer insights inform business decisions.
Key Responsibilities
- Lead and manage a team of customer support associates, providing guidance, training, and performance feedback.
- Develop and implement processes to improve customer experience, efficiency, and resolution times.
- Monitor customer interactions across phone, email, and live chat to ensure quality standards are met.
- Analyze customer feedback and support metrics, providing actionable insights to enhance service delivery.
- Collaborate with internal teams (product, marketing, and operations) to resolve complex issues and drive continuous improvement.
- Handle escalated customer issues and act as the final point of resolution when needed.
- Develop and manage customer support KPIs, ensuring team performance aligns with company goals.
- Recruit, train, and onboard new team members as needed to meet operational demands.
- Stay updated on industry best practices and emerging tools / technologies to enhance the support function.
Who You Are
- Bachelor's degree in business, communications, or a related field.
- 5+ years of experience in customer support or service roles, with at least 2 years in a leadership or supervisory role.
- Proven ability to manage and develop teams, with strong leadership and coaching skills.
- Expertise in customer support metrics and KPIs, with the ability to drive data-informed improvements.
- Strong problem-solving and conflict resolution skills, with experience handling escalated customer issues.
- Excellent communication and interpersonal skills, able to work cross-functionally with multiple teams.
- Experience with customer service tools and CRMs (e.g., Zendesk, Freshdesk) is a plus.
- Familiarity with the North American market and customer expectations is preferred.
- Proactive, adaptable, and able to thrive in a dynamic, fast-paced environment.
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