Customer Support Lead

About the position

The Customer Support Lead is a senior management role responsible for overseeing a customer support team within the SaaS industry. This position requires a blend of leadership and hands-on customer support experience, focusing on achieving high performance KPIs and enhancing customer satisfaction. The ideal candidate will manage ticketing queues, resolve complex customer issues, and collaborate with cross-functional teams to improve processes and workflows.

Responsibilities

• Lead and manage a customer support team of 5+ members, providing guidance, support, and ongoing training.
• Own and manage the Customer Support ticketing queues in Salesforce, ensuring timely and high-quality support.
• Act as the main point of issue escalation for complex customer problems, troubleshooting and resolving them promptly.
• Triage and manage incoming customer support tickets, balancing individual ticket resolution with team management.
• Collaborate with cross-functional teams, including product and engineering, to report and resolve technical issues.
• Continuously improve processes and workflows to enhance team efficiency and customer satisfaction (CSAT).
• Develop and maintain knowledge base resources and documentation for internal use.
• Monitor and improve customer support metrics and KPIs to identify trends and opportunities for improvement.
• Collaborate with revenue, operations, legal, and implementation teams to ensure a stellar post-onboarding experience for new customers.
• Stay updated with industry trends and best practices in customer support and SaaS platforms.
• Document all customer interactions and resolutions in Salesforce.
• Become an expert on Science Exchange products to efficiently resolve technical issues and train users on new features.
• Delegate tasks effectively, considering individual team members' strengths and development areas.

Requirements

• B.S. degree in a STEM field required.
• 3-5+ years of experience in customer-facing roles, including customer service, customer experience, or technical support in the SaaS or life science industries.
• Experience managing a small team of direct reports.
• Proficiency in JIRA and Salesforce admin preferred.
• Experience implementing automation-based improvements to customer support workflows and technology.
• Strong verbal and written communication skills.
• Attention to detail and ability to manage multiple priorities simultaneously.
• Adaptability and flexibility to changing priorities.

Nice-to-haves

• Familiarity with biopharma operations, drug discovery and development, and the R&D outsourcing market.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Incentive compensation