美国公司客户支持团队负责人
Customer Support Team Lead for US-Based Company
Paired 是一家全球性的招聘和人才派遣公司，将有才华的专业人士与美国公司联系起来。我们帮助企业在远程人才中找到优秀人选，并在整个招聘过程中为候选人提供支持
我们的客户是一家美国公司，为房地产投资者提供线索，并正在扩展到家居服务领域。团队行动迅速，用数据做决策，并认真对待客户的问题
职位描述
我们正在寻找一位亲力亲为的客户支持团队主管，负责客户成功团队内的日常支持工作。您将指导支持团队，同时通过工单、电话、短信和语音邮件直接与客户沟通。您将负责及时响应、高质量的服务以及彻底解决客户问题
您将负责
- 协调 incoming 支持请求，确保客户获得及时且有帮助的答案
- 处理复杂或敏感的客户问题，并跟进直至解决
- 审查支持对话，指导团队在准确性、同理心和专业性方面提升
- 跟踪响应时间、解决率、客户满意度和支持质量
- 创建清晰的流程、培训材料和知识库资源
- 协助新支持团队成员的入职和培训
- 与客户成功、技术及退款团队合作，解决问题并优化流程
- 发现可以利用自动化和技术提高支持效率的机会
要求
- 3 年以上客户支持、客户服务或其他 B2B 客户相关岗位经验
- 英语书面和口语表达优秀
- 有指导同事、培训他人或改进支持流程的经验
- 在处理不满客户和升级问题时具备良好的判断力
- 有条理、注重细节地处理多项请求
- 熟悉工单平台、CRM 和报告工具。团队使用 Freshdesk 和 GoHighLevel
- 具备解决问题的思维，并能跨团队协作
- 有房地产行业经验者优先
成功标准
客户获得快速且完整的答案；更多问题无需重复联系或不必要的升级即可解决；团队拥有清晰的流程，能够持续提供高质量的支持
福利
- 有竞争力的薪资（美元）
- 远程办公
最初发布于 Himalayas
查看英文原文
Paired is a global staffing and recruiting agency that connects talented professionals with US-based companies. We help businesses find exceptional remote talent and support candidates throughout the hiring process.
Our client is a US-based company that provides leads to real estate investors and is expanding into home services. The team moves quickly, uses data to make decisions, and takes customer problems seriously.
About the role
We’re looking for a hands-on Customer Support Team Lead to manage the day-to-day support function within the Customer Success team. You’ll guide the support team while also working directly with customers through tickets, calls, texts, and voicemails. You’ll be responsible for timely responses, strong service quality, and resolving issues thoroughly.
What you’ll do
- Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
- Handle complex or sensitive customer issues and follow them through to resolution.
- Review support conversations and coach the team on accuracy, empathy, and professionalism.
- Track response times, resolution rates, customer satisfaction, and support quality.
- Create clear processes, training materials, and knowledge base resources.
- Help onboard and train new support team members.
- Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
- Identify opportunities to use automation and technology to make support more efficient.
Requirements
- 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
- Excellent written and spoken English.
- Experience guiding teammates, training others, or improving support processes.
- Strong judgment when handling frustrated customers and escalations.
- An organized, detail-oriented approach to managing multiple requests.
- Comfort using ticketing platforms, CRMs, and reporting tools. The team uses Freshdesk and GoHighLevel.
- A problem-solving mindset and the ability to work across teams.
- Experience in real estate is a plus.
- What success looks like
- Customers receive fast, complete answers; more issues are resolved without repeat contacts or unnecessary escalations; and the team has clear processes that help it deliver consistently excellent support.
- Benefits
- Benefits
- Competitive salary (USD)
- Work From Home
Originally posted on Himalayas