About The Role

• Act as a primary point of contact to client facing teams, resolve/escalate tickets.
• Coach and support team members.
• Initiate and lead projects/initiatives driving process improvements.
• Resolve/elevate all internal system-related issues, such as Salesforce.
• Create processes/policies where applicable.
• Document and maintain all processes into the team’s KB.
• Have a great understanding of the organization, and direct requesters to the right resource as fast as possible.

Customer Service: 

• Provide exceptional support to our internal customers, addressing inquiries and resolving tickets and escalations promptly.

Leadership and Team Management:

• Lead and mentor a team of technical support specialists, providing guidance and support to ensure high performance.
• Foster a collaborative and innovative team environment.

Technical Oversight:

• Oversee the technical operations of business support systems, ensuring they meet performance and reliability standards.
• Troubleshoot and resolve complex technical issues in a timely manner.

Project Management:

• Initiate, manage and prioritize technical projects, ensuring they are completed on time .
• Coordinate with stakeholders to gather requirements and define project scope.

Process Improvement:

• Identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
• Develop and maintain documentation for processes and procedures.

Collaboration and Communication:

• Work closely with cross-functional teams, including our partners in Business Operations, Billing and Finance, as well as our customers, the client facing teams. You can also expect close collaboration with IT, Product Development, and Customer Service, to align technical support with business goals.

Technology Strategy:

• Stay updated on industry trends and emerging technologies to recommend and implement innovative solutions.
• Contribute to the development of the technology roadmap for business support.

Your Experience & Skills

Qualifications:

• 5+ years of experience in technical support or a related role, with at least 2 years in a leadership position.
• Strong understanding of business support systems and processes (e.g. Salesforce).
• Proven experience in project management and process improvement.

Skills:

• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Proficiency in relevant technologies and tools (e.g., CRM systems, ticketing systems).
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.

Preferred Qualifications:

• Experience in SaaS environments.
• Salesforce administration..