Customer support lead role
the customer support team plays a crucial role in ordergrid's ability to scale rapidly and sustainably. As the bridge to our clients, this team enables customer satisfaction, retention, and increased revenue by building deep and trusted relationships with our clients. They understand and recognize customer needs, solve problems, and communicate new requirements back to the product team for development opportunities.
this position will be responsible for leading the customer support team in central/south america, serving as the point of contact for the ordergrid leadership team, and supporting the customer support lead in defining local goals and kpis aligned with the company's strategic plan.
main responsibilities:
* manage the region's workload, track slas, report on kpis, and contribute to the evolution of the global customer support team strategy.
* ensure customer support procedural standards and best practices are globally aligned across regions, delivering seamless client coverage and world-class customer experiences.
* triage issues, understand client impact, and work effectively with internal teams to deploy the best solutions.
* represent and advocate for clients to ensure fixes are prioritized and slas are met.
* maintain customer satisfaction levels during issue resolution, ensuring clients are well-supported and properly informed.
requirements:
* at least 1 year of experience as a supervisor, manager, or team leader.
* at least 1 year of experience in a technical, customer-facing role such as a technical help-desk.
* or, at least 2 years of experience in a customer support role within a software development organization or similar industry.
* fluent english and spanish language skills.
preferred qualifications:
* experience onboarding clients and new system integrations.
* experience with quality assurance processes.