Customer Support Lead - SaaS Platform

Our client, a thriving SaaS company, is looking for an experienced and customer-focused Customer Support Lead to manage their support operations in Las Vegas, Nevada, US . This hybrid role combines in-office collaboration with remote flexibility, offering a dynamic work environment. As a Customer Support Lead, you will be responsible for guiding a team of support specialists, ensuring timely and effective resolution of customer inquiries, and contributing to the overall customer success strategy. The ideal candidate will have a proven track record in customer service management, excellent leadership skills, and a deep understanding of SaaS products and customer support best practices. Key responsibilities include: Leading, mentoring, and motivating a team of customer support representatives to achieve high performance and customer satisfaction goals. Overseeing the day-to-day operations of the customer support department, ensuring efficient ticket management and resolution. Developing and implementing customer support policies, procedures, and best practices. Monitoring key support metrics (e.g., response time, resolution time, customer satisfaction scores) and identifying areas for improvement. Training new support team members and providing ongoing coaching and performance feedback. Collaborating with product and engineering teams to communicate customer feedback and identify product enhancements. Managing escalations and resolving complex customer issues effectively. Ensuring a consistent and positive customer experience across all support channels. Contributing to the development of self-service support resources, such as knowledge base articles and FAQs. Analyzing support trends to identify common customer pain points and proactively address them. Implementing and optimizing customer support tools and technologies. Participating in the hiring and onboarding process for new support staff. A Bachelor's degree in Business Administration, Communications, or a related field is preferred. A minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role, is required. Experience supporting SaaS products is highly desirable. Strong understanding of customer support best practices and methodologies is essential. Excellent leadership, communication, problem-solving, and interpersonal skills are mandatory. Proficiency with helpdesk software (e.g., Zendesk, Intercom, Salesforce Service Cloud) and CRM systems is required. The ability to manage a hybrid team effectively and adapt to changing priorities is key. This position offers a competitive salary, attractive benefits, and the opportunity to shape the customer support experience for a growing technology company. Apply tot his job Apply To this Job