Description

Heard is seeking a dynamic and customer-focused L1 Frontline Support Team Lead to oversee our frontline support team. You'll be a vital member of our growing Customer Experience (CX) leadership team, ensuring exceptional customer support and driving team excellence.

Your Mission

• Team Leadership & Management: Directly manage and mentor L1 Frontline Support team members, fostering a high-performance, customer-centric environment.
• Quality Assurance & Performance: Conduct proactive and reactive QA of tickets, ensuring adherence to quality standards and driving continuous improvement.
• Direct Customer Engagement: Respond to and engage with inbound customer inquiries across various support channels, providing timely and professional solutions.
• Efficient Escalation & Collaboration: Review and escalate complex customer requests to L2 Support, Marketing, Sales, and other departments, ensuring seamless resolution.
• Business Process Expertise: Develop a strong understanding of Heard's business processes and financial/accounting best practices to provide accurate customer support.
• Project Management & Improvement: Manage projects related to documentation, training, and process improvement, enhancing customer and staff experiences.

What You Bring

• Proven Leadership Experience: Demonstrated experience leading and managing customer support teams.
• Ticketing & Customer Engagement Proficiency: Familiarity with modern ticketing, customer engagement, and CMS solutions (Zendesk, Salesforce Service Cloud, Help Scout).
• SaaS Customer Service Experience: Demonstrated product or customer service experience, preferably in a SaaS B2B setting.
• Excellent Communication Skills: Exceptional written and verbal communication skills.
• Multi-Channel Communication Comfort: Comfortable engaging with customers across various channels (email, social media, phone, chat).
• Customer Advocacy: A natural-born evangelist with a passion for customer satisfaction.
• Problem-Solving Skills: Strong troubleshooting and problem-solving abilities.