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Software Support Lead
hace 1 semana
Software Support Lead (Hybrid Role in Buenos Aires)About the Support Team: The support team is the front line of Gorgias.
We are here to make sure our current clients get the best out of our product, assist with and guide our new clients during their trial period and drive new leads.
Some of the projects we're working on: Integrations project: 3rd party integrations that our partners builtKnowledge Base project: creating/updating public-facing documentationTraining project: Onboarding and training new members + Training existing members + Internal documentationBilling project: Subscription management on StripeSocial project: managing comments and reviews left by our clients on the following platforms: Shopify, Facebook, TrustpilotWhat You'll Do: Handling non-technical and technical escalations reported by the teamMonitors team performance and reports on metrics (weekly, monthly, quarterly)Lead 5 agents using performance management and development process: weekly performance check-ups, bi-weekly 1:1, monthly career paths, quarterly performance reviewsInteract with Engineering and Product team to ensure prioritization of issues and open communication about product plans and bug fixesWork together with Success and Sales to help drive the best support for our clients as well as our leadsAct as a Senior agent to support the team and guide them towards a resolutionProvide direct supervision of agents that may include: recruitment, evaluations, performance plansReview and improve support documentation and processesEnsure shifts coverage to deliver and exceed our goalsPay very close attention to client's negative feedback and use your wit to change their mindHaving ~ 50% time working in the support queue.
To manage our support, we need to spend time on the front line and lead by exampleWho you are: Experience troubleshooting technical issues in the SaaS environment, specifically Zapier and any previous API troubleshooting is a big plus2+ years of experience in technical support and love being on the first line of support, preferably in a 24x7 environmentBeing good with data and providing feedback based on a wealth of information available at your fingertipsSkilled leader: provide feedback, coaching, and guidance to your teamComfort in a start-up environment with 100% ownershipNote: This role is a Hybrid role and will require going into our future Buenos Aires Office 3 times a week.
Job Type: Contract
Salary: $2,966,473.39 - $3,337,423.32 per year
Application Question(s): Would you be able to accommodate going into the Buenos Aires Office 3x a week?
Experience: Help desk: 2 years (required)
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