Customer support lead（Tech background）

Description LeetCode is looking for an experienced Customer Support Lead to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Responsibilities - Build expertise in our product and educate customers benefits of our services. - Oversee the day-to-day operations of the CS team - Provide customer support via online platforms - (online ticketing, community forums etc) - Take ownership and be the first point of contact for customer questions and issues, work with the appropriate stakeholders (e.g. product, engineering, marketing, content), to resolve the problems. - Provide strong written documentation for all user communications including direct user questions, internal research, FAQ/knowledge content, and etc. - Responsible for tracking and reporting on customer service KPIs - Creating and implementing customer support training programs - Ensuring representatives are receiving actionable feedback to improve their performance - Create internal processes that ensure delightful interactions at all stages of the customer life-cycle. - Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development - Improve customer support experience, create engaged customers and facilitate organic growth - Set a clear mission and deploy strategies focused towards that mission - Develop service procedures, policies and standards - Keep accurate records and document customer support actions and discussions - Analyse statistics and compile accurate reports - Recruit, mentor and develop customer support representatives and nurture an environment where they can excel through encouragement and empowerment - Keep ahead of industry’s developments and apply best practices to areas of improvement - Control resources and utilize assets to achieve qualitative and quantitative targets - Maintain an orderly workflow according to priorities Requirements - Proven working experience as a Customer Support Lead - 1+ years of people management experience - Excellent knowledge of management methods and techniques - Patient, empathetic, can put yourself in the customers' shoes and advocate for them when necessary - Ability to act in a responsive and sensitive manner to all customer inquiries - Top notch communication skills (written and verbal) and demonstrated ability to communicate effectively between departments of the organization. Working knowledge of customer service software, databases and tools - Awareness of industry’s latest technology trends and applications - Ability to think strategically and to lead - Creative problem-solver that can envision and articulate solutions to complex customer problems and issues - Working knowledge of the Internet and web-based applications - Excellent ability to multi-task; - Must have a high level attention to detail and accuracy - Well-organized and ability to prioritize - Willing to be flexible based on business demands - Proficient in software such as Zendesk, Excel, Google Docs or other related software - Strong client-facing and communication skills - Advanced troubleshooting and multi-tasking skills - Customer service orientation - BS degree in Business Administration, MIS (Management Information System) or related field - Big plus if had previous experience with Customer Support in relevant industry (SaaS), at a startup ~50 employees in size. Benefits - Competitive salary - Flexible Working Hours - Health Care Plan (Medical & Dental) - Retirement Plan (401k, IRA) - Flexible Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Standing Desks & Ergonomic Chairs - Work From Home - Free Food & Snacks - Wellness Resources