Customer Support Lead
We at Expedock are reinventing the multi-trillion-dollar industry of global shipping and supply chain by harnessing the power of artificial intelligence and data processing. We collaborate with leading logistics businesses worldwide, helping them streamline their intricate logistics processes and enhance transparency.
Who We Need
We're in search of a Customer Support Lead who embodies a customer-first mindset and possesses the technical aptitude to understand our software and the customer's needs deeply. If you excel in cross-departmental collaboration, team building, and problem-solving, you could be the dynamic leader that our growing customer support team needs.
- Operational Management:
- Understand various customer workflows to effectively troubleshoot and resolve issues.
- Collaborate with other departments to implement customer-centric solutions.
- Create and maintain internal documentation and guidelines to standardize customer support procedures.
- Customer Support:
- Oversee the ticketing system to ensure prompt and accurate resolution of customer inquiries.
- Engage directly with customers via multiple channels such as phone, email, and chat to understand and address their concerns.
- Develop a deep understanding of Expedock's software and its capabilities to better serve customer inquiries.
- Show a customer-first approach and empathy in all interactions.
- Technical Skills:
- Acquire a comprehensive understanding of the technologies being used, both internal systems and those of the customers.
- Liaise with the tech team to escalate and follow up on the resolution of technical issues.
- Team Building:
- Establish best practices and protocols to guide the customer support team.
- Train new team members and monitor their performance.
- Build a cohesive and effective customer support team, particularly as the company scales.
- Bachelor’s degree in Business, Communications, or a related field is preferred.
- Proven experience in customer support leadership roles, preferably in tech companies.
- Strong technical aptitude and the ability to quickly learn new technologies.
- Exceptional communication and interpersonal skills.
- Ability to develop strong cross-departmental relationships.
- Experience with ticketing systems and customer relationship management software is a plus.
- Significant experience in customer-facing roles is essential.
- Prior background in freight operations is highly desirable.
- Benefit from a competitive compensation package tailored to reflect your skills and experience.
- Become part of a diverse and dedicated team that foster a culture of excellence, autonomy and flexibility.
- Embrace the convenience of a fully remote working environment, facilitating a healthy work-life balance without compromising on your connection to the dynamic world of tech.
- Thrive in a company that values your potential, offering rapid career progression and opportunities for personal and professional development.