Support Lead, Eleos Health

• You thrive in a startup environment and excel in a fast-paced setting. You are passionate about delivering outstanding customer support and enjoy mentoring and leading a team
• Your communication skills are exceptional, and you have a keen eye for detail. You are self-motivated, adept at time management, and resourceful in solving complex issues
• 10+ years of experience in a customer support role, with at least 5 years in a leadership or supervisory capacity
• Proven track record of delivering exceptional customer support and problem-solving
• Strong organizational and time management skills
• Excellent written and verbal communication and persuasion skills
• Ability to work collaboratively with cross-functional teams
• Experience with support ticketing systems and CRM tools
• Experience with developing AI based scripting and automations at scale
• Familiarity with SaaS products and technical troubleshooting
• Ability to adapt and thrive in a rapidly changing startup environment

Desirable

• We are seeking a Support Team Lead to join our growing Delivery team. The Support Team Lead will be instrumental in building and managing a top-notch support function, reporting to the AVP of Delivery
• You will ensure we provide exceptional customer service, resolve technical issues, and assist customers in getting the most out of our platform
• Your role will involve setting up support processes, tracking and analyzing support data, and collaborating with cross-functional teams to drive product improvements based on customer feedback
• Establish and maintain support processes and workflows to streamline issue resolution
• Implement a comprehensive support knowledge base with AI-enhanced workflows
• Track and analyze support metrics and customer feedback to drive improvements in our product and service
• Negotiate with and persuade Product and Development teams to swiftly resolve technical issues and optimize the user experience
• Provide hands-on support for complex customer inquiries
• Train support specialists on product knowledge and customer service best practices
• Advocate for and ensure the prompt resolution of customer inquiries and issues to their satisfaction
• Proactively identify areas for process improvement and implement necessary changes
• Serve as a point of escalation for challenging customer issues
• Develop and maintain a knowledge base and self-help resources for customers