Recruitment CRM & Marketing Software
Customer Support Lead
Beamery’s mission is to help companies acquire their greatest asset; their people. Our Talent Operating System lets companies attract, engage, and retain the best talent - it’s the one solution that enterprises need to deliver exceptional experiences at every stage of the talent journey, and build meaningful relationships with their future employees.
We employ people who are superb at their jobs and are a reliable, friendly bunch who leave egos out of the equation. We are a team that cares about the right outcome above everything else.
As a Customer Support Lead, You will interface directly with customers, customer support and success team members, along with our partners in engineering and product to assure timely and appropriate support. You will build and manage an amazing support team providing exceptional support while advocating for continuous improvement on the customers behalf. You will work to continuously improve how customers can self-serve through available tools and tactics.
What will you be doing at Beamery?
Utilize strong servant leadership skills to manage and lead an independent, proactive problem-solving and collaborative team who delight customers, users and internal colleagues on every interaction.
Be a brand ambassador in front-line support, answering customers questions via email, chat, case interactions and phone calls alongside your team.
Ensure that our customers have an exceptional experience with Beamery, demonstrating that you are friendly, helpful and professional in all interactions and coaching team members to do the same.
Hold a high bar for the ownership of customer interactions and seeing open cases through to final resolution, including providing timely updates internally and with the customer as well as following up as needed to bring issues to resolution.
Continuously and proactively evaluate, identify and prioritize opportunities to drive process improvements that will increase effectiveness and efficiency in customer support or improve the customer experience.
Use data and insights to report on the support experience as well as to identify patterns in customer experience where interventions, such as improved support articles, enhanced training, job aids or other approaches could deflect tickets and lead to a better enabled end user.
Work across customer success and the company to assist others in achieving the company’s objectives
Collaborate with members of other teams to root out answers and be a resource to teammates.
Develop and maintain deep expertise of Beamery's product and best practices to provide value to the team and customers.
Who are we looking for?
2 years experience as a team lead, responsible for hiring, coaching and managing a high performing team of support associates in a 24X7 support environment
3 years experience in customer service or customer support in a B2B technical environment
Hands on leader with servant leadership mindset, willing to work alongside team
Proven ability to effectively work in a fast paced environment
Proven ability to work on the common goal with others, support others without being asked.
Proactive mentality committed to doing more than is expected. Be able to think out of the box to come to adequate solutions to issues.
Organized and detail-oriented
Strong written and verbal communication skills; the ability to distill technical guidance into simple, easy to follow instructions for non-technical end users
A passion for customer service and a deep empathy for the customer experience
Upbeat and positive disposition
Strong technical aptitude and curiosity about how things work
Creative and adaptable to solve problems in a collaborative environment
Curious and eager to question assumptions, and then take the initiative to find creative solutions
Commitment to continuous learning and improvement
Experience with Freshdesk, Github and other ticketing and tracking tools a plus
Benefits & Perks
- Competitive pay and stock options.
- 401 (k) package.
- Unlimited PTO.
- 100% paid medical, dental and vision care options. Gym discounts and whatever else you need to keep you at your best.