USA Customer Support Lead – BFS (5-11 yrs)


– Manage the day-to-day operations

– Handle all internal issues and escalations. Also, provide status updates on these

– Monitor and review your teams metrics to improve functional and operational efficiency

– Identify and escalate issues efficiently and appropriately to management and across teams

– Prepare reports about your team’s performance and events/incidents

– Regularly collect feedback from the team validate them and fix problems. Escalate when necessary

– Identify the teams training and development needs, pass that on to the trainer

– Provide your manager with feedback about the team regularly


– A passion for customer experience

– Exceptional communication and presentation skills

– Experience working with SaaS companies (preferred)

– Between 8 to 10 years of total experience with 3+ years of leadership experience

– An approachable and reliable person with great leadership and coaching skills

– Ability to clearly communicate goals and the direction they should be headed towards

– An effective listener who can also communicate feedback clearly and in a friendly way

– Flexibility to work in UK/US business hours and weekends

– Capable of being highly productive and independent in driving initiatives with minimal oversight from management

– A creative problem-solver, capable of making decisions when needed without relying on management


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