Customer Support Lead

LotusFlare is seeking a proactive and dynamic Customer Support Lead to join our team. As a Customer Support Lead, you will play a pivotal role in ensuring the highest level of satisfaction for our customers across various platforms. You'll be responsible for leading a team of support specialists, providing guidance, training, and ensuring adherence to quality standards.

As the Customer Support Manager on Nomad, you are a critical representative of the face of the company. You will work closely with an existing 24/7 support team and will provide strategic guidance as well as tactical recommendations for areas of improvement. Your remit is equal parts executional as well as advisory; on a day-to-day basis you will be the bridge between the L1 support team and the core product and engineering teams on Nomad. You will also identify opportunities for improvement and have a guiding hand on all operational matters including scripts, templates, tools, processes, and policies. 

Responsibilities

• Define Customer Support Strategy: propose best practices in an omni-channel support environment incl. messaging, voice, email, and chat
• Process Improvement: Identify opportunities to streamline support processes and enhance the overall customer experience.
• Metrics and Reporting: Propose, set, and monitor key performance indicators (KPIs) and generate reports to track team performance and identify areas for improvement. 
• Customer Advocacy: Serve as a customer advocate within the organization, providing valuable insights and feedback to inform product development and improvement efforts.
• Regularly monitor Nomad’s public brand image in the form of app store ratings and written reviews on social media
• Drive problem-solving discussions with Nomad’s connectivity partners on dimensions such as network quality, ease of installation, response times, etc
• Introduce new templates or tools to improve response time and efficiency
• Work with Product Team to understand latest features and updates and cascade to L1 support team in a timely manner
• Collaboration: Collaborate with cross-functional teams, including product development and sales, to address customer needs and drive business growth.

• BA in English, or BS in Computer Science / Information Technology. 
• Near-native level spoken and written English fluency is a must
• Min. 5  years of experience in Customer Support roles, preferably in both B2B and B2C business throughout your career
• Digital native - familiar with smartphone and mobile network technologies
• Customer-oriented thinking and ability to adapt/respond to different types of personalities
• Data-driven, particularly when it comes to setting metrics, KPIs, and SLAs, basing recommendations on prior experience in the support industry
• Highly detail-oriented, strong written communication skills in English with experience dealing with English-speaking external parties
• Ability to multi-task supporting multiple product lines
• Work independently, take ownership of problems and be accountable for delivering outcomes.
• Highly motivated in problem-solving with strong analytical and investigative skills.
• Familiarity with customer service SLAs and metrics is key (e.g. ticket aging, MTTR, first reply time)
• Familiarity with multiple support platforms including Zendesk, Intercom, Hubspot, JIRA, etc.