Customer Support Lead
The Leadership AgencyToronto, ON, ca3 days ago
Job type
- Full-time
Job descriptionWe’re looking for someone excited to work onsite with them five days / week, fostering in-person collaboration and team synergy 2+ years in a similar customer support function (preferably in SaaS or a startup) Previous experience with customer support, including team leadership Strong service orientation with exceptional communication, interpersonal, and problem-solving skills Proven ability to analyze support data and implement improvements Comfortable with support tools and CRM systems (ideally Salesforce), with a knack for troubleshooting software applications Passion for fostering team collaboration and delivering innovative customer experiences Willingness to provide leadership support during peak times, including evenings or weekends if needed A chance to be part of a trailblazing team in a high-growth start-up Strong support from the team to achieve your targets 3 weeks vacation A vibrant, collaborative culture that fosters innovation and growth Joining a rapidly scaling growing company with a profitable business model and significant market expansion
this is an onsite opportunity based in downtown Toronto)
Our client is a Series A startup helping businesses globally. They are one of Toronto's fastest growing start-ups and are looking for Customer Support Representatives to join their team!
- 60% of the role will be focused on working directly with customers
- 40% of the role is leading projects and initiatives (training team, refining processes, improving documentation and customer resources)
- Mentor and develop a team of customer support representatives, fostering a high-performing, customer-firrst culture
- Serve as the go-to expert for resolving complex customer issues through hands-on troubleshooting and cross functional collaboration
- Ensure smooth onboarding, resolve product inquiries, and tackle technical challenges to enhance customer satisfaction and adoption
- Monitor key support metrics (e.g., response time, CSAT) and implement strategies to drive continuous improvement
- Work closely with product, engineering, and operations teams to escalate and address technical issues and customer feedback
- Develop help center articles, onboarding guides, and internal process documentation to streamline workflows and elevate the customer experience
- Advocate for customer needs and insights to influence product development and service improvements
- Analyze customer feedback to proactively address recurring issues and suggest process or product enhancements
- Recommend new tools, workflows, and training opportunities
Requirements
Benefits