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You will be updated with latest job alerts via emailAt Happydemics we are accelerating the transformation of our Customer Success team into a Product Engagement/Customer Care team dedicated to product adoption and user experience.
As a Customer Support Lead you will be responsible for driving this transition balancing both operations and strategy. You will start by assisting in customer support and engagement while actively contributing to the structuring and evolution of the team to make it a key driver of product adoption and customer satisfaction.
Build and evolve the structure of the Product Engagement team in alignment with company growth and needs.
Recruit train and mentor Customer Support Specialists.
Define and optimize processes to ensure clarity and scalability for customer onboarding support and product feedback management.
Track improve and implement performance KPIs and continuous improvement routines (CSAT NPS Adoption Rate TTV).
Handle complex customer requests and critical escalations working closely with technical and product teams.
Optimize and streamline ticket management via HubSpot implementing categorization automation and integrations (Mixpanel Gitbook Arcade etc..
Oversee and improve the Help Center and support content (FAQs tutorials inapp guides).
Ensure seamless collaboration with technical and product teams to anticipate and resolve user friction points.
Design and drive product adoption initiatives such as webinars adoption campaigns interactive guides and training programs.
Develop and maintain a Customer Health Dashboard to anticipate churn risks and activate engagement levers.
Implement QBRs and success plans for strategic clients to maximize their product usage.
Bridge customer feedback with the Product team to influence the roadmap and continuous improvements.
Full-Time