Found Description
Responsibilities
- Hire, onboard, and ramp Support Specialists to productivity
- Work closely with Support Specialists to troubleshoot and resolve customer issues
- Run regular 1:1s, team meetings, and performance conversations
- Coach individuals to team metrics and SLAs
- Build and deliver training programs for product knowledge and support skills
- Serve as an escalation point for complex or sensitive customer issues
- Analyze support data to identify trends and areas for improvement
- Collaborate with product development teams to address feedback
- Create and maintain documentation for support procedures
- Foster an inclusive, high-trust team culture
Requirements
- 3+ years of people management experience in customer or technical support
- Customer-centric mindset
- Passion for coaching and career development
- Strong leadership and communication skills