MoveInSync - Team Lead - Customer Support

Customer Support Team Lead

What you'll be doing:

MoveInSync customers love working with our product, and we love helping them achieve amazing results. Members of our Support team are natural problem solvers, passionate about customers, curious about technology, and driven to succeed.

In this role, you will lead a team which work primarily with enterprise customers of MoveInSync's core product. In this role you bring experience to set up a team, designing the SOPs, product document, knowledge base and training new hires.

- Responsibilities also include taking a leadership role working with the support team to triage and resolve complex, application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of MoveInSync products.

- In addition to working with customers, the Customer support team lead will routinely partner with our development, product management and product engineering to resolve support issues and document them.

Some of the things you'll be doing include:

- Setting up the team of support specialists

- Mentor Support Specialists in researching, resolving and documenting customer issues

- Extensively research and document customer software and technical issues

- Partner with clients and help them optimize the use of MoveInSync Software

- Serve as second level of escalation for all the customer requests

- Lead support case resolution efforts for prescribed customer cases

- Develop, document, mentor, and train others in support procedures for triage and problem solving

- Leading hardware support team and product support team, maintain the optimum inventory of hardware

Who you are:

- Experienced. You have 4+ years demonstrated experience supporting and troubleshooting mission-critical commercial software applications.

- You are a Recruiter! MoveInSync hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!

- Service Minded. You deliver customer support like you expect to receive it; with excellence and confidence.

- Detail oriented. You have an uncanny ability to juggle and prioritize a high volume workload while handling details accurately and in a timely manner

- Excellent Communication. You know what to say and more importantly, how to say it. You have excellent verbal and written communication skills.

- Problem Solver. You love tackling the most difficult of challenges and know how to arrive at the best solution

- Educated. Bachelor's degrees in technical or other quantitative fields and higher will be considered