Customer Support Experience Lead

• Oversee and manage the customer support team, ensuring alignment with Tespire's goals and value.
• Mentor and coach team members to enhance their skills, productivity, and job satisfaction. 
• Create a collaborative and positive team culture that fosters innovation and growth.
• Lead recruitment, onboarding, and training of new team members to scale support operations.
• Encourage the adoption of QA standards to maintain high service consistency and qualit
• Design and implement scalable customer support processes that can grow with Tespire as a company.
• Identify and address challenges unique to startups, such as fluctuating demand and resource constraints.
• Establish clear goals, OKRs, and SOPs to measure and improve performance in a fast-paced environment.
• Collaborate with cross-functional teams (e.g., Product, Developers, and Product Managers) to align customer feedback with Tespire's business objectives.
• Act as the voice of the customer, advocating for their needs and ensuring their feedback informs product and service improvements
• Manage escalated customer issues, providing swift and satisfactory resolutions.
• Leverage on CRM tools like Zoho to streamline workflows and improve customer interactions.
• Develop strategies to enhance the overall customer journey, building loyalty and satisfaction.
• Adopt QA best practices to ensure customer support processes meet or exceed quality standards.
• Monitor and analyse support metrics (e.g., response times) to ensure high performance.
• Identify gaps in current processes and drive continuous improvement initiatives.
• Implement tools and solutions to optimize team efficiency and customer outcomes.
• Prepare and present reports to leadership, highlighting key trends and actionable insights.

Requirements:

• Bachelor’s degree in Business, Communication, or a related field (preferred).
• 5+ years in customer support, with at least 2 years in a leadership role.
• Demonstrated success in a startup or high-growth company with experience in scaling operations.
• Familiarity with quality assurance practices or a background in QA is a plus.
• Strong leadership and team-building capabilities.
• Exceptional communication, problem-solving, and conflict-resolution skills.
• Hands-on experience with customer support platforms.
• Analytical mindset with the ability to turn data into actionable insights.
• Ability to integrate QA methodologies into support workflows to enhance service quality.
• Experience with a startup or Tech company