Client Support Team Lead

| Greater Boulder Area
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This is an opening for a full-time position as SnapEngage’s Client Support Team Lead. As a first point of contact for clients, you will be helping with a variety of requests (at varying technical levels) via online chat, email/help desk tickets, phone, and occasional in-person visits. You will also be tasked with leading the client support team through process creation, documentation, and support. This dual role is a mix of providing client support and leading the team.

The ideal candidate will have a friendly and consultative approach to addressing client needs, along with a desire and ability to lead a growing Support Team to ensure success for the team as a whole.

What You’ll Do As a Member of The Client Support Team:

  • Assist new or existing SnapEngage clients with support-related inquiries and technical troubleshooting via live chat
  • Respond to new or existing client questions and follow through to resolution within current helpdesk
  • Capture client feedback along with new requirements and serve as the bridge between our clients and our development team
  • Assist in debugging and reproducing clients questions and concerns of the product installed on a variety of site platforms; finding resolutions and offering potential options to be used
  • Author, coordinate, and maintain self-help documentation

What You’ll Do As The Client Support Team Lead:

  • Serve as the main contact for other support team members
  • Participate (and lead) in the company hiring process
  • Organize and conduct training sessions for new hires within the team
  • Actively participate in team lead meetings
  • Develop client support team processes, metrics, and goals
  • Monitor support team chat metrics and ticket statistics 
  • Lead support daily standup meetings, be the voice of the client support team to the company
  • Create the client support team vision for the future

About You:

  • Bachelor’s degree or equivalent relevant professional experience
  • 2+ years experience in a customer-facing role (SaaS experience a plus)
  • Ability to prioritize and address multiple incoming issues with superior problem-solving skills
  • Excellent multi-tasking skills and ability to effectively manage multiple communications at once
  • Ability to explain technical concepts to non-technical individuals
  • Fast and precise typist for effective chat communication
  • Exceptional written and verbal communication skills in English (additional languages a plus)
  • Experience managing a growing team
  • Basic knowledge of HTML/CSS and JavaScript
  • Experience using CRM and/or help desk systems a plus
  • Willing to jump into an energetic and inclusive culture

Awesome Benefits:

  • Market competitive salary
  • Work from home Wednesdays and Fridays
  • Health and dental insurance with generous employer contribution
  • 401(k) with company match
  • Professional development budget
  • “GiveBack” days
  • ECO Pass for your commute to downtown Boulder
  • Work with a fun and supportive close-knit team
  • Casual atmosphere
  • Opportunity to make great ideas come to life!
  • Gain share bonus program
  • and much more….

About SnapEngage:

SnapEngage is a fast growing live chat solution for the web. Our solution helps enterprising companies better engage with their consumers. We are an Internet startup from the TechStars program in Boulder, CO. The company is self-funded and profitable. SnapEngage is installed on thousands of websites worldwide.

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Location

1722 14th St., Boulder, CO 80302

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