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Product Support Team Lead



Product, Customer Service
Posted on Thursday, May 23, 2024

Hello! 👋🏽

At Factorial we're looking for a new Product Support Team Lead to help us boost the company’s support team to the next level. 🦄

Ready to be part of the challenge?🚀

The Role

The Product Support Team Lead is responsible for overseeing the product support team and ensuring high-quality service and technical support to customers. This role involves managing the daily operations of the support team, resolving escalated issues, improving support processes, and collaborating with other departments to enhance product offerings and customer satisfaction.

Key Responsibilities:

  • Lead, mentor, and manage a team of product support specialists.
  • Conduct regular performance reviews and provide ongoing training and development.
  • Handle escalated customer issues and provide advanced troubleshooting and problem resolution.
  • Maintain a high level of customer satisfaction and monitor customer feedback.
  • Identify opportunities to streamline and enhance support processes.
  • Monitor key performance indicators (KPIs) and develop strategies for continuous improvement.
  • Work closely with product development, sales, and marketing teams to relay customer feedback and suggest product enhancements.
  • Generate and analyze support metrics and reports to track team performance and customer satisfaction.
  • Present findings and recommendations to management for strategic decision-making.
  • Monitor and report on common issues and trends to anticipate future support needs.

Your Profile

  • Minimum of 3-5 years in a technical support role.
  • At least 2 years in a leadership or supervisory position.
  • Strong leadership and team management skills.
  • Excellent problem-solving and analytical abilities.
  • Proficiency in customer service software and tools.
  • Exceptional verbal and written communication skills in English and Spanish, additional languages are welcome.
  • Ability to work effectively under pressure and manage multiple priorities.
  • Technical aptitude and ability to quickly learn and understand new products.

Perks of being part of our team💆

We care about people and we also offer a lot of benefits for employees:

  • High growth, multicultural and friendly environment 🤝🏽
  • Alan private health insurance 🩺
  • Healthy life with Gympass(Gyms, pools, outdoor classes) 🧘🏽‍♀️
  • Save expenses with Cobee💰
  • Language classes with Yolk Academy 👩🏽‍🏫
  • Breakfast in the office and organic fruit 🍏
  • Nora and Apetit discounts 🍱
  • Free caffeine and theine ☕
  • Pet Friendly 🐶

Is this you*?! Come rock the world with us! 👌*

About US 🚀

Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +900 people in Barcelona, Brazil, Mexico, and US offices.🌎

Our Values

  • We own it: We take responsibility for every project. We make decisions, not excuses.
  • We learn and teach: We're dedicated to learning something new every day and, above all, share it.
  • We partner: Every decision is a team decision. We trust each other.
  • We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website!