Lead Customer Support Representative
About Us
At HexionLab, we pride ourselves on providing exceptional software solutions and customer support that goes above and beyond expectations. We believe in leading by example, delivering innovative solutions, and creating outstanding customer experiences. We are looking for a Lead Customer Support Representative to oversee our customer support operations, drive excellence, and mentor our dedicated team of support professionals.
Position Overview
The Lead Customer Support Representative is responsible for leading customer support operations, developing and implementing support strategies, and ensuring a high level of customer satisfaction. This role involves managing escalated customer issues, optimizing support processes, and providing mentorship and leadership to the support team. As a lead, you will play a key role in driving customer-centric initiatives and fostering a culture of continuous improvement.
Key Responsibilities
- Oversee daily customer support operations, ensuring efficient and high-quality service delivery.
- Serve as the primary escalation point for complex customer issues, providing strategic solutions and effective resolutions.
- Develop and implement customer support processes, policies, and best practices to optimize team performance.
- Mentor and guide customer support representatives, promoting a culture of collaboration, learning, and excellence.
- Collaborate with cross-functional teams, including product development and engineering, to relay customer feedback and drive product improvements.
- Analyze support metrics and performance data to identify trends, optimize workflows, and enhance customer experiences.
- Create and deliver customer training sessions, documentation, and resources to empower customers to maximize their use of our products.
- Foster a customer-centric approach within the team, ensuring empathy, professionalism, and proactive problem-solving in all interactions.
What You’ll Gain
- Leadership opportunities to shape customer support strategy and operations.
- The ability to mentor, guide, and inspire a high-performing support team.
- Exposure to complex customer challenges and strategic problem-solving.
- A collaborative work culture that values innovation, excellence, and customer success.
Skills and Qualifications
- 8+ years of experience in customer support, technical support, or related fields, with a demonstrated track record of leading teams and managing complex issues.
- Strong leadership, team management, and mentorship skills, with a proven ability to inspire and motivate a team.
- Expertise in customer support tools (e.g., CRM systems, ticketing software) and support process optimization.
- Exceptional problem-solving, communication, and interpersonal skills, with a customer-first mindset.
- Experience in analyzing support data, developing performance metrics, and driving continuous improvement initiatives.
- Solid understanding of software applications, networking, and system configurations.
- A degree or diploma in Information Technology, Business Administration, or a related field is preferred.
Ready to Join Us?
If you are a passionate leader with a track record of driving customer support excellence and inspiring teams, we’d love to hear from you. Apply now to join HexionLab as a Lead Customer Support Representative and play a pivotal role in transforming customer experiences.
Contact us at the HexionLab office or submit a business inquiry online.
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