MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Manage and develop a global support team of 6-12 frontline and premium support agents
- Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs
- Collaborate with Product, Engineering, and Sales to resolve escalated issues and align processes
- Lead recruitment, promotions, and development of team members and foster continuous learning
- Analyze team performance metrics and implement strategies to improve efficiency and KPIs (response time, resolution time, CSAT)
- Lead and participate in CX projects such as launching new tools, updating documentation, and streamlining workflows
- Set daily priorities, coach team members, and handle escalations
- Regularly interact with cross-functional teams to inform product improvements from support insights
Requirements
- 2+ years of experience as a technical support team lead, preferably within a SaaS company
- Experience managing geographically dispersed teams across time zones and cultures
- Strong technical knowledge supporting SaaS products and resolving complex customer issues
- Proven track record managing day-to-day operations of a technical support team, meeting SLAs and improving KPIs
- Ability to analyze team performance metrics and use data to inform decisions
- Experience leading customer experience initiatives, process improvements, and tool implementations
- Strong written and verbal communication skills
- Fluency in English and Spanish
- Applicants must possess the legal right to work in the country where the role is based (no relocation assistance)
- Certain roles may require a background check as a condition of employment
Benefits
- Dedicated learning budget for professional development
- Option to work from home up to two days per week (subject to agreement)
- Work with a diverse, international team
- Regionally tailored compensation and benefits
- Opportunity to work at a rapidly scaling SaaS unicorn
- Exposure to cutting-edge solutions with weekly product releases
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
BS
Border StatesCustomer Service Representative
Customer Service Representative supporting sales operations and customer inquiries at Border States Electrical Supply. Collaborating with sales and marketing to enhance service quality and efficiency.
BS
Border StatesCustomer Service Representative
Customer Service Representative enhancing customer sales and service while supporting the day - to - day operations of the team. Part of a leading electrical supply distribution company.
WA
Wing AssistantClient Success Support Specialist
Customer Support Representative assisting Customer Success Managers with administrative tasks in a remote - first company. Ensuring client inquiries are handled efficiently and maintaining operational efficiency.
AL
Air LiquideF&P, R&A Sales Support Specialist
Sales Support Specialist improving operational efficiency for the Sales team at Air Liquide. Focused on quotations, order processing, and data analysis in a dynamic environment.
EG
Internship in corporate client management at Erste Bank for 3 months, requiring business studies background and strong MS Office skills.
US
Univar SolutionsKey Account Support Specialist
Key Account Support Specialist fulfilling sales responsibilities and customer support for Univar Solutions. Collaborating with internal teams to ensure smooth pricing and order processes.
MI
Mohawk IndustriesCustomer Service Representative
Customer Service Representative at Dal - Tile providing customer account management and support to enhance customer satisfaction. Responsible for order entry, inquiries, and various customer service functions.
MI
Mohawk IndustriesCustomer Service Warehouse Associate
Customer Service/Warehouse Associate at Mohawk Industries servicing customers and handling inventory tasks. Performing office administration duties, operating forklift equipment, and ensuring safety compliance in the warehouse environment.
PC
Post CompanySales Support Representative
Sales Support Representative at Post coordinating customer visits and creating offers. Working closely with salespeople to ensure efficient processes and administrative support.