Customer Support Lead

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

The Customer Support Lead is pivotal in overseeing the customer service team, ensuring unparalleled support and satisfaction. This role involves managing escalation issues, mentoring team members, and implementing strategies to optimize service delivery. The Customer Support Lead collaborates with other departments to streamline processes, enhance product knowledge, and gather feedback for continuous improvement. By fostering a culture of excellence and empathy, this role is essential in maintaining strong customer relationships and driving the overall success of the customer support function.

- Bachelor's degree in Business, Communications, or related field
- 5+ years of experience in customer support, with at least 2 years in a leadership role
- Proven track record of managing a high-performing customer support team
- Strong understanding of customer support principles and practices
- Excellent communication, both verbal and written
- Proficiency in customer support software and tools (e.g., Zendesk, Salesforce)
- Exceptional problem-solving and conflict resolution skills
- Ability to analyze support metrics and data to drive continuous improvement
- Strong organizational and time management skills
- Ability to manage multiple tasks and meet strict deadlines
- Experience developing and implementing policies and procedures
- Ability to train, coach, and mentor team members
- Strong collaboration skills to work effectively with other departments
- Flexibility to adapt to changing priorities and work in a fast-paced environment
- Attention to detail and commitment to delivering high-quality service
- Proactive mindset and ability to identify opportunities for process improvements
- Passion for customer service and building positive customer relationships

- Lead and supervise the daily operations of the customer support team
- Address and resolve escalated customer inquiries via phone, email, and chat
- Conduct performance reviews and provide constructive feedback for team development
- Implement, monitor, and refine customer support policies and procedures
- Analyze customer support metrics to identify trends and areas for improvement
- Collaborate with other departments to resolve complex customer issues and complaints
- Train and mentor new customer support representatives
- Facilitate regular team meetings to communicate updates and best practices
- Manage high-priority customer issues ensuring customer satisfaction
- Oversee scheduling and resource allocation for the customer support team
- Identify and implement process improvements
- Stay updated on product developments and industry trends
- Maintain and update customer support documentation and knowledge base articles
- Foster a positive team environment through open communication and collaboration
- Evaluate and recommend enhancements to customer support software and tools

The ideal candidate for the role of Customer Support Lead holds a Bachelor's degree in Business, Communications, or a related field, and boasts over five years of experience in customer support, including at least two years in a leadership position where they have successfully managed a high-performing team. Demonstrating strong leadership and motivational skills, they possess exceptional communication and interpersonal abilities, coupled with high emotional intelligence and empathy. Their tech-savviness is evident through proficiency in customer support software tools such as Zendesk or Salesforce, enabling efficient service delivery. Analytical by nature, they have a keen ability to interpret support metrics and data, using insights to drive continuous improvement. The candidate excels in problem-solving and conflict resolution, displaying a proactive, solution-oriented attitude, and the capability to stay calm under pressure. Highly organized with excellent time-management skills, they adeptly manage multiple tasks while meeting strict deadlines. Their strong sense of responsibility, coupled with attention to detail, ensures the delivery of high-quality service. A confident team player, they foster a positive, collaborative environment, providing constructive feedback to nurture team development. Their passion for helping customers and enhancing their experiences, along with an enthusiasm for continuous learning and adaptability to fast-paced environments, sets them apart as a perfect fit for this role.

- Oversee daily operations of the customer support team to ensure efficient and effective service delivery
- Monitor and respond to escalated customer inquiries via phone, email, and chat in a timely and professional manner
- Conduct regular performance reviews and provide feedback to team members to foster continuous improvement
- Develop and implement customer support policies and procedures to enhance service quality and efficiency
- Analyze customer support metrics and generate reports to identify trends and areas for improvement
- Coordinate with other departments to resolve complex customer issues and complaints
- Train and mentor new customer support representatives to ensure they are equipped with the necessary skills and knowledge
- Facilitate regular team meetings to communicate updates, share best practices, and address any concerns
- Handle and resolve high-priority customer issues with a focus on achieving customer satisfaction
- Manage the scheduling and resource allocation of the customer support team to maintain adequate coverage
- Identify opportunities for process improvements and collaborate with stakeholders to implement changes
- Stay informed on product updates and industry trends to provide accurate and up-to-date information to customers
- Create and maintain documentation for customer support processes and knowledge base articles
- Foster a positive and collaborative team environment by promoting open communication and teamwork
- Participate in customer support software and tool evaluations to recommend enhancements for the support infrastructure

- Strong leadership and motivational skills
- Exceptional communication and interpersonal abilities
- High emotional intelligence and empathy
- Tech-savvy with adeptness in using support software tools
- Analytical mindset with a strong ability to interpret and act on data
- Proactive and solution-oriented attitude
- Ability to stay calm and patient under pressure
- Highly organized with excellent time-management skills
- Strong conflict resolution and problem-solving capabilities
- Capacity to provide constructive feedback and foster team development
- Detail-oriented with a commitment to delivering high-quality service
- Positive attitude and team-player mentality
- Enthusiasm for continuous learning and improvement
- Adaptable to fast-paced and dynamic work environments
- Strong sense of responsibility and accountability
- Passion for helping customers and enhancing customer experiences

- Competitive salary range: $70,000 - $90,000 annually, based on experience and qualifications
- Comprehensive health insurance (medical, dental, and vision)
- 401(k) plan with company match
- Paid time off (PTO) including vacation days, sick leave, and holidays
- Flexible working hours and remote work options
- Professional development opportunities and education reimbursement
- Employee assistance program (EAP) for well-being support
- Life insurance and disability coverage
- Employee discounts on company products/services
- Collaborative and inclusive work environment
- Opportunities for career growth and advancement within the company
- Regular team-building activities and company events
- Wellness programs and resources
- Commuter benefits and transportation reimbursement
- Generous parental leave policy