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Customer Support Lead
hace 2 semanas
Remitee, a rapidly expanding fintech company specializing in international payments, is seeking a **Customer Support Lead (B2B Tools & Automation)** to scale and optimize our B2B customer support operations
In this role, you will not only oversee the quality of our customer interactions, but more importantly, you will be responsible for designing, implementing, and enhancing the tools and processes that power our support function. Working closely with Product, Technology, and Operations teams, you will leverage platforms such as Zendesk and Jira, along with automation, low/no-code solutions, and data insights (SQL), to ensure an efficient and scalable support model for our global B2B partners.
**Key Responsibilities**:
- Lead the design, implementation, and continuous improvement of customer support tools (Zendesk, Jira) and workflows.
- Identify opportunities to automate and streamline support processes using low/no-code platforms and AI solutions.
- Ensure effective ticket tracking, escalation, and reporting across all B2B clients and partners.
- Collaborate with Product and Technology teams to integrate support tools with internal systems, enhancing visibility and efficiency.
- Use SQL and data analysis to monitor support performance, generate insights, and recommend improvements.
- Drive the adoption of best practices in customer support technology, ensuring scalability as the business grows.
- Serve as a point of reference for technical troubleshooting and escalation within the support area.
**What We’re Looking For**:
- Proven experience in a customer support leadership role, ideally within a B2B environment.
- Hands-on experience with Zendesk, Jira, or similar customer support/ticketing tools.
- Strong technical background: SQL knowledge and familiarity with automation / low-code tools (e.g., Zapier, Power Automate, Make).
- Exposure to AI-driven support solutions is a plus.
- Excellent problem-solving and process optimization skills.
- Ability to collaborate cross-functionally and influence teams in a fast-paced environment.
**About Remitee**
Remitee is an international, expanding organization with a vibrant culture that sets us apart. Our work environment is fast-paced and stimulating, offering numerous opportunities for growth and development. If you're a self-starter who thrives in a collaborative and challenging environment, we encourage you to apply. Our company values are fundamental to our daily operations. To succeed here, you'll need to embrace and live our company values.
- **Build Trust** (Integrity and Transparency).
Inspire by example, honor your promises, be sincere.
- **Embrace Diversity** (Respect and Empathy).
Active listen and connect with others, value all perspectives. Acknowledge accomplishments, appreciate contributions.
- **Work in Team** (Foster Trust and Collaboration).
Create authentic partnerships by offering opportunities and sharing responsibilities.
- **Focus on Essentials** (Be Simple).
Make the complex simple by creating effective solutions. Communicate in a clear and easy to understand way.
- **Be Your Best Self** (Excellence).
Commit to discipline and perseverance, nurturing both your body and mind. Approach everything you do with passion and purpose.
