Customer Support Lead

LotusFlare is seeking a proactive and dynamic Customer Support Lead to join our team. As a Customer Support Lead, you will play a pivotal role in ensuring the highest level of satisfaction for our customers across various platforms. You'll be responsible for leading a team of support specialists, providing guidance, training, and ensuring adherence to quality standards.

As the Customer Support Manager on Nomad, you are a critical representative of the face of the company. You will work closely with an existing 24/7 support team and will provide strategic guidance as well as tactical recommendations for areas of improvement. Your remit is equal parts executional as well as advisory; on a day-to-day basis you will be the bridge between the L1 support team and the core product and engineering teams on Nomad. You will also identify opportunities for improvement and have a guiding hand on all operational matters including scripts, templates, tools, processes, and policies.

Responsibilities

Define Customer Support Strategy: propose best practices in an omni-channel support environment incl. messaging, voice, email, and chat

Process Improvement: Identify opportunities to streamline support processes and enhance the overall customer experience.

Metrics and Reporting: Propose, set, and monitor key performance indicators (KPIs) and generate reports to track team performance and identify areas for improvement.

Customer Advocacy: Serve as a customer advocate within the organization, providing valuable insights and feedback to inform product development and improvement efforts.

Regularly monitor Nomad’s public brand image in the form of app store ratings and written reviews on social media

Drive problem-solving discussions with Nomad’s connectivity partners on dimensions such as network quality, ease of installation, response times, etc

Introduce new templates or tools to improve response time and efficiency

Work with Product Team to understand latest features and updates and cascade to L1 support team in a timely manner

Collaboration: Collaborate with cross-functional teams, including product development and sales, to address customer needs and drive business growth.

Requirements

BA in English, or BS in Computer Science / Information Technology.

Near-native level spoken and written English fluency is a must

Min. 5 years of experience in Customer Support roles, preferably in both B2B and B2C business throughout your career

Digital native - familiar with smartphone and mobile network technologies

Customer-oriented thinking and ability to adapt/respond to different types of personalities

Data-driven, particularly when it comes to setting metrics, KPIs, and SLAs, basing recommendations on prior experience in the support industry

Highly detail-oriented, strong written communication skills in English with experience dealing with English-speaking external parties

Ability to multi-task supporting multiple product lines

Work independently, take ownership of problems and be accountable for delivering outcomes.

Highly motivated in problem-solving with strong analytical and investigative skills.

Familiarity with customer service SLAs and metrics is key (e.g. ticket aging, MTTR, first reply time)

Familiarity with multiple support platforms including Zendesk, Intercom, Hubspot, JIRA, etc.

Recruitment Process

4 technical rounds & final f2f

Perks and benefits

- competitive salary package.

- paid lunch.

- travel allowance

- private healthcare.

- yearly bonus.

- company stock options.

- training and certification