AMP · 16 hours ago
Customer Support Lead
United States
Full-time
Remote
Senior Level
$90K/yr - $100K/yr
5+ years exp
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Responsibilities
Develop and implement strategies to enhance customer satisfaction and build long-lasting relationships through personalized support.
Establish clear performance metrics and KPIs for your team that align to the overarching goals of AMP.
Create and maintain a feedback loop with customers to identify pain points, feature requests, and improvement areas, ensuring the product evolves based on user needs.
Collaborate closely with product, engineering, and sales teams to relay customer issues and insights, facilitating product improvements and aligning services with customer expectations.
Analyze existing support processes to streamline operations, reduce response times, and improve the overall efficiency of the support team.
Develop scalable support strategies and workflows to accommodate future growth as the company expands it’s revenue growth.
Create a 24x7 global coverage roster, foster a culture of continuous learning by providing feedback, learning from customers, strong cross collaboration relationship with Product, Sales, Engineering and Marketing and ensure product training & industry best practice.
Leverage customer support tools and software (Zendesk / Helpscout) to enhance team performance and improve customer interactions.
Prepare a repeatable process to handle escalations (customers, and internally with sales and engineering) and high-stakes situations effectively, maintaining composure and professionalism while resolving issues promptly.
Promote customer education initiatives, including creating FAQs, knowledge bases, and tutorials, to empower customers to find solutions independently and reduce support inquiries.
Qualification
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Required
At least 5 years of experience in B2B SaaS customer support, leading and scaling customer support teams with strong communication and coaching skills
Deep understanding of SaaS customer service practices and KPIs (e.g. net revenue retention, churn, first response time, resolution time, NPS) and tools (Zendesk, HelpScout etc)
Ability to handle escalations and complex problem solving, ensuring high customer satisfaction
Strong background in optimizing support workflows and processes for efficiency and scalability
Familiarity with support software, ticketing systems, and CRM tools that help manage a customer base of this size
Experience in setting up self-service channels (knowledge bases, FAQs, AI chatbots) to reduce manual workload
A degree in a relevant field such as Business, Communications, Information Systems or a related field
Preferred
Industry Knowledge: B2B eCommerce tech is a huge plus
Benefits
Flexible work locations & productivity allowance/budget to help set up a great work space
Competitive compensation package
Annual offsites - our last one was in Singapore!
Comprehensive health insurance
Generous holidays and leave
Continuous mentorship & unlimited book budget
Opportunity to work with a dynamic, diverse/global, and talented team of professionals.
Fast-paced, collaborative work environment where your ideas and contributions are valued.
Company
AMP
AMP up your eCommerce business.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$18.32MKey Investors
Openspace
2023-09-11Series A· $18.32M
2023-05-04Series A· undefined
Company data provided by crunchbase
