Lead Customer Support Representative

About the role:

At INGENIOUS.BUILD, we are seeking a proactive, detail-oriented Lead Customer Support Representative to join our team. This role involves leading a team of customer support representatives to ensure high-quality service and customer satisfaction within the enterprise SaaS space. If you're passionate about problem-solving and improving the construction industry, we'd love to have you on board.

In this position, you will:

• Lead and mentor the customer support representative team to ensure efficient and effective support
• Troubleshoot and resolve technical issues related to our SaaS platform, escalating complex issues when necessary
• Guide customers through product features and functionalities, offering clear, concise solutions
• Document and track customer interactions and reported issues in the CRM system, prior Salesforce experience is preferred
• Collaborate with cross-functional teams (Product, Engineering, Sales) to advocate for customer needs and drive product improvements
• Identify opportunities to improve support processes and enhance the overall customer experience
• Stay up-to-date on product updates, new features, and industry trends to provide effective support
• Provide proactive support by anticipating customer needs and offering solutions before issues arise

Skills and Experience needed:

• Bachelor’s degree or equivalent experience with 1-2 years in customer support, ideally in SaaS
• Strong communication skills (verbal and written) with the ability to convey technical information
• Excellent problem-solving, leadership, multitasking, and prioritization abilities in fast-paced environments
• Empathetic, customer-focused approach with a calm demeanour; startup experience is a plus

What we Offer 

• Unlimited PTO, and Paid Sick Leave
• Competitive salary based on skills, qualifications, and geographic location
• Competitive benefits package, including a $500 work-from-home stipend
• Opportunity to work with a dynamic and growing team
• A collaborative and inclusive work environment