Client Support Lead

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Client Support Lead is pivotal in ensuring exceptional customer service and support operations. This role involves leading a team of client support representatives, setting performance standards, and developing best practices to handle customer inquiries efficiently. The Client Support Lead oversees complex issues, provides timely resolutions, and ensures customer satisfaction. They also analyze support metrics, implement training programs, and collaborate with other departments to improve service delivery. This position requires strong leadership, excellent communication skills, and a commitment to enhancing the overall client experience.

- Bachelor's degree in Business, Communications, Information Technology, or related field
- Minimum of 3-5 years of experience in a client support or customer service role
- Proven experience in a leadership or supervisory position
- Strong understanding of customer service practices and principles
- Excellent communication skills, both written and verbal
- Proficient in using support ticketing systems and CRM software
- Ability to handle escalated issues and high-priority client accounts
- Exceptional problem-solving and conflict resolution skills
- Strong organizational and multitasking abilities
- Ability to analyze and improve team performance and workflows
- Experience in preparing and presenting performance reports
- Proficient in training and onboarding new team members
- Familiarity with industry regulations and company policies
- Excellent collaboration skills across multiple departments
- Ability to stay informed about industry trends and advancements
- Strong attention to detail and accuracy
- Capacity to develop and implement effective support strategies
- Commitment to maintaining a thorough understanding of company products and services
- Ability to manage high-pressure situations and maintain professionalism
- Strong leadership and team management skills
- Flexibility to adapt to changing client and business needs

- Respond to client inquiries via email, phone, and chat
- Provide solutions to client issues and escalate complex problems
- Monitor and manage support team performance
- Conduct regular team meetings
- Train and onboard new support team members
- Analyze support team workflow and processes
- Collaborate with other departments to address client needs and feedback
- Prepare and present regular reports on support team performance
- Develop and implement client support strategies
- Maintain a thorough understanding of the company's products and services
- Manage support ticketing system
- Handle high-priority client accounts and escalated issues
- Monitor client feedback and reviews
- Participate in client meetings and calls
- Maintain and update support documentation and resources
- Ensure compliance with company policies and industry regulations
- Facilitate communication between clients and technical teams
- Set and track performance goals for the support team
- Assist in developing new support materials
- Stay informed about industry trends and advancements

The ideal candidate for the Client Support Lead position will hold a Bachelor's degree in Business, Communications, Information Technology, or a related field and possess a minimum of 3-5 years of experience in client support or customer service roles, with proven experience in leadership or supervisory positions. They will demonstrate a deep understanding of customer service principles and practices, showcasing excellent communication skills in both written and verbal forms. The candidate will excel in handling escalated issues and managing high-priority client accounts, employing exceptional problem-solving and conflict resolution abilities. With strong organizational and multitasking skills, they will efficiently analyze and improve team performance and workflows, prepare and present insightful performance reports, and effectively train and onboard new team members. Proficiency in using support ticketing systems and CRM software, alongside a familiarity with industry regulations and company policies, is crucial. The ideal candidate will display outstanding collaboration skills across multiple departments, maintain a high level of professionalism in high-pressure situations, and possess the flexibility to adapt to evolving client and business needs. Their leadership and team management capabilities will be complemented by a high attention to detail, strong analytical skills, and a proactive approach to identifying and implementing improvements. They will bring an innovative mindset to develop and execute effective support strategies, while ensuring a thorough comprehension of the company’s products and services. Demonstrating integrity and a commitment to continuous learning and professional growth, this candidate will be dedicated to fostering positive client relationships, staying informed about industry trends, and leading a diverse support team toward achieving excellence.

- Respond to client inquiries via email, phone, and chat in a timely and professional manner
- Provide solutions to client issues and escalate complex problems to relevant departments
- Monitor and manage the performance of the support team, ensuring high levels of client satisfaction
- Conduct regular team meetings to review performance, discuss challenges, and strategize improvements
- Train and onboard new support team members on company policies, procedures, and best practices
- Analyze support team workflow and processes to identify areas for improvement
- Collaborate with other departments, such as Sales, Marketing, and Product, to address client needs and feedback
- Prepare and present regular reports on support team performance, client satisfaction, and common issues
- Develop and implement client support strategies to enhance service delivery
- Maintain a thorough understanding of the company's products, services, and updates to ensure accurate client support
- Manage support ticketing system, ensuring all tickets are assigned, addressed, and resolved promptly
- Handle high-priority client accounts and serve as the point of contact for escalated issues
- Monitor client feedback and reviews to identify trends and potential areas for improvement
- Participate in client meetings and calls to understand their needs and provide proactive support
- Maintain and update support documentation and resources for both clients and the support team
- Ensure compliance with company policies and industry regulations in all client interactions
- Facilitate communication between clients and technical teams for troubleshooting and technical support
- Set performance goals for the support team and track progress towards meeting these goals
- Assist in the development of new support materials, such as FAQs, knowledge base articles, and guides
- Stay informed about industry trends and advancements to continuously improve support practices.

- Excellent problem-solving abilities
- Strong leadership and team management skills
- Outstanding communication skills, both written and verbal
- High level of empathy and client-focused mindset
- Demonstrated ability to handle high-pressure situations professionally
- Proven ability to build and maintain positive client relationships
- Exceptional organizational and multitasking skills
- High attention to detail and accuracy
- Strong analytical skills for assessing team performance and client feedback
- Proactive approach toward identifying and implementing improvements
- Ability to lead and motivate a diverse support team
- Collaboration skills to work effectively across multiple departments
- High adaptability to changing client and business needs
- Integrity and commitment to complying with company policies and industry regulations
- Deep understanding of customer service principles and best practices
- Innovative thinking to develop and implement effective support strategies
- High proficiency in using support ticketing systems and CRM software
- Capacity to stay current with industry trends and advancements
- Dedication to continuous learning and professional growth

- Competitive salary range: $65,000 - $85,000
- Comprehensive health, dental, and vision insurance
- Retirement plan with employer matching contributions
- Paid time off (PTO) and holidays
- Flexible work hours and remote work options
- Professional development opportunities
- Tuition reimbursement for continuing education
- Employee wellness programs
- Access to industry conferences and workshops
- Opportunities for career advancement and growth within the company
- Inclusive and collaborative work environment
- Employee assistance program (EAP) for personal and professional support
- Performance bonuses and incentive programs
- Company-sponsored social events and team-building activities
- Paid parental leave and family care benefits
- Discounts on company products and services
- Comprehensive onboarding and training program
- Technology and office equipment stipends