Support Operations Leader

We are seeking a dynamic and experienced Customer Support Leader to guide our customer support team and enhance the service experience for our diverse client base. In this role, you will be responsible for developing and implementing support strategies, managing a team of support professionals, and ensuring that our clients receive timely, effective, and empathetic assistance.

Key Responsibilities:

• Leadership and Management:
  • Lead, mentor, and inspire a team of support agents to deliver exceptional service.
  • Foster a positive and collaborative team culture focused on continuous improvement.
• Strategic Development:
  • Develop and execute a comprehensive support strategy aligned with company goals and customer needs.
  • Identify trends and areas for improvement to enhance service efficiency and effectiveness.
• Client Engagement:
  • Build strong relationships with key clients to understand their needs and ensure satisfaction.
  • Oversee the resolution of escalated issues, providing guidance and support to the team.
• Performance Monitoring:
  • Establish and track key performance indicators (KPIs) to measure team performance and client satisfaction.
  • Analyze support metrics and customer feedback to identify areas for growth and development.
• Collaboration:
  • Work closely with product, sales, and engineering teams to ensure a seamless customer experience.
  • Participate in product development discussions to advocate for customer needs and feature requests.
• Training and Development:
  • Design and implement training programs to equip the support team with the knowledge and skills necessary to excel.
  • Promote a culture of learning and development within the support organization.
• Technology and Tools:
  • Evaluate and implement support tools and technologies to improve service delivery and operational efficiency.
  • Stay current with industry trends and best practices to ensure our support offerings are competitive.

Qualifications:

• Proven experience in leading and managing support teams, with a strong focus on customer success.
• 7+ years of experience in customer support or service management, preferably within a SaaS environment.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Experience with support software and tools (e.g., Zendesk, etc.) and a solid understanding of support metrics.

Sprout Solutions provides equal Opportunity Employment and Welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.

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