Product Support Team Lead
Product Support Team Lead
Posted on :
28-03-2025
Employer Active
1 Vacancy
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Job Description
Hello!At Factorial were looking for a new Product Support Team Lead to help us boost the companys support team to the next level. Ready to be part of the challenge** The RoleThe Product Support Team Lead is responsible for overseeing the product support team and ensuring highquality service and technical support to customers. This role involves managing the daily operations of the support team resolving escalated issues improving support processes and collaborating with other departments to enhance product offerings and customer satisfaction. **Key Responsibilities:
- Lead mentor and manage a team of product support specialists.
- Conduct regular performance reviews and provide ongoing training and development.
- Handle escalated customer issues and provide advanced troubleshooting and problem resolution.
- Maintain a high level of customer satisfaction and monitor customer feedback.
- Identify opportunities to streamline and enhance support processes.
- Monitor key performance indicators (KPIs) and develop strategies for continuous improvement.
- Work closely with product development sales and marketing teams to relay customer feedback and suggest product enhancements.
- Generate and analyze support metrics and reports to track team performance and customer satisfaction.
- Present findings and recommendations to management for strategic decisionmaking.
- Monitor and report on common issues and trends to anticipate future support needs.
Your Profile
- Minimum of 35 years in a technical support role.
- At least 2 years in a leadership or supervisory position.
- Strong leadership and team management skills.
- Excellent problemsolving and analytical abilities.
- Proficiency in customer service software and tools.
- Exceptional verbal and written communication skills in English and Spanish additional languages are welcome.
- Ability to work effectively under pressure and manage multiple priorities.
- Technical aptitude and ability to quickly learn and understand new products.Perks of being part of our teamWe care about people and we also offer a lot of benefits for employees:
- High growth multicultural and friendly environment
- Alan private health insurance
- Healthy life with Gympass(Gyms pools outdoor classes)
- Save expenses with Cobee
- Language classes with Yolk Academy
- Breakfast in the office and organic fruit
- Nora and Apetit discounts
- Free caffeine and theine
- Pet FriendlyIs this you*! Come rock the world with us! * About US Factorial is an allinone HR Software fastgrowing company founded in 2016. Our mission is to help SMEs automate HR workflows centralize people data and make better business decisions. Currently serves thousands of customers in over 60 countries all over the world and across industries it has built a super diverse and multicultural team of over 900 people in Barcelona Brazil Mexico and US offices. Our Values
- We own it: We take responsibility for every project. We make decisions not excuses.
- We learn and teach: Were dedicated to learning something new every day and above all share it.
- We partner: Every decision is a team decision. We trust each other.
- We grow fast: We act fast. We think that the worst mistake is not learning from them.Wanna learn more about us Check our website!
Employment Type
Full Time
Key Skills
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