Product 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 Product Support Lead is responsible for overseeing and managing the support team dedicated to ensuring customer satisfaction with a company's products. This role involves guiding the team in handling technical issues, providing top-notch customer service, and ensuring timely resolution of customer inquiries. They work closely with the product development team to communicate feedback and identify improvement opportunities. Additionally, the Product Support Lead develops support strategies, monitors performance metrics, and implements training programs to enhance the team's effectiveness and efficiency.

- Bachelor's degree in a related field or equivalent work experience.
- 5+ years of experience in customer support or related roles.
- Proven experience in leading and managing a support team.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and critical-thinking abilities.
- Proficiency with CRM and ticketing systems.
- Ability to analyze data and identify trends.
- Experience in developing and implementing support processes and best practices.
- Ability to work cross-functionally with other departments.
- Strong organizational and multitasking skills.
- Ability to handle high-stress situations and manage multiple priorities.
- Strong mentorship and coaching skills.
- Ability to provide constructive feedback and conduct performance reviews.
- Familiarity with knowledge base management and content creation.
- Understanding of KPIs and experience in preparing detailed reports.
- Up-to-date knowledge of industry trends and best practices in customer support.
- Experience with monitoring and responding to social media and community forums.
- Ability to participate in and contribute to product development discussions.
- Strong interpersonal skills and ability to build relationships with team members and other departments.

- Respond to and resolve customer inquiries and issues via email, phone, and live chat.
- Lead and mentor a team of product support specialists.
- Monitor and analyze support ticket trends.
- Develop and implement support procedures and guidelines.
- Collaborate with cross-functional teams to prioritize and escalate critical issues.
- Conduct regular performance reviews and provide feedback and training opportunities.
- Create and maintain knowledge base articles and FAQs.
- Utilize CRM and ticketing systems to track, manage, and report on support activities.
- Identify opportunities to improve the customer support experience.
- Participate in product development meetings to provide customer feedback and insights.
- Ensure timely and accurate communication of product updates and changes.
- Manage and optimize workflows to enhance efficiency and effectiveness.
- Participate in hiring and onboarding new support team members.
- Provide training sessions for both new and existing support personnel.
- Monitor social media and community forums for customer feedback and support needs.
- Collaborate with marketing and sales teams to support customer initiatives.
- Organize and lead regular team meetings.
- Track support KPIs and prepare detailed reports for management.
- Coordinate and manage special projects or initiatives as needed.
- Stay updated on industry trends and best practices in customer support and technology.

The ideal candidate for the role of Product Support Lead is an experienced professional with over 5 years in customer support roles, demonstrating a strong track record of leading and managing high-performing teams. Armed with a Bachelor’s degree or equivalent experience, they possess excellent communication skills, both written and verbal, enabling them to handle customer inquiries effectively and mentor their team with clarity and empathy. They are adept at problem-solving and critical thinking, complemented by proficiency with CRM and ticketing systems, allowing them to analyze data, identify trends, and implement robust support processes and best practices. Their strong organizational and multitasking capabilities ensure they manage multiple priorities and high-stress situations with ease. This candidate exhibits exemplary leadership skills, proven by their ability to conduct constructive performance reviews, provide actionable feedback, and foster continuous improvement. They bring a high emotional intelligence, empathy, and patience which serve to enhance customer interactions and team dynamics. Additionally, they have a solid understanding of KPIs and are adept at preparing detailed reports for management. They thrive in collaborative environments, working seamlessly with cross-functional teams to escalate critical issues and contribute valuable insights to product development discussions. Adaptable and proactive, they remain abreast of industry trends to keep the support team at the forefront of customer service excellence. Their dedication to creating a positive customer experience, combined with their technical aptitude, integrity, and passion for the role, make them an exceptional fit for this position.

- Respond to and resolve customer inquiries and issues via email, phone, and live chat.
- Lead and mentor a team of product support specialists to ensure high performance and continuous improvement.
- Monitor and analyze support ticket trends to identify and address recurring issues.
- Develop and implement support procedures, guidelines, and best practices.
- Collaborate with cross-functional teams to prioritize and escalate critical issues and enhancements.
- Conduct regular performance reviews and provide feedback and training opportunities for team members.
- Create and maintain knowledge base articles and FAQs to empower customers and support staff.
- Utilize CRM and ticketing systems to track, manage, and report on support activities and metrics.
- Identify opportunities to improve the customer support experience and implement effective solutions.
- Participate in product development meetings to provide customer feedback and insights.
- Ensure timely and accurate communication of product updates and changes to customers and support staff.
- Manage and optimize workflows to enhance efficiency and effectiveness of the support team.
- Participate in hiring and onboarding new support team members.
- Provide scheduled and as-needed training sessions for both new and existing support personnel.
- Monitor social media and community forums for customer feedback and support needs.
- Collaborate with marketing and sales teams to support customer initiatives and campaigns.
- Organize and lead regular team meetings to discuss updates, goals, and challenges.
- Track support KPIs and prepare detailed reports for management review.
- Coordinate and manage special projects or initiatives as needed by the department.
- Stay updated on industry trends and best practices in customer support and technology.

- Customer-oriented mindset
- Strong leadership abilities
- Excellent interpersonal skills
- High emotional intelligence
- Strong analytical skills
- Ability to remain calm under pressure
- Adaptability and flexibility
- Proactive problem-solver
- Detail-oriented
- Strong technical aptitude
- Collaborative team player
- Effective communicator
- Continuous improvement mindset
- Empathy and patience
- Strong organizational skills
- Self-motivated and driven
- Results-oriented
- High level of integrity
- Passion for customer service excellence
- Positive and approachable attitude

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, and vision plans)
- Retirement savings plan with company match (401(k) or similar)
- Paid time off (PTO) and holidays
- Flexible work schedule options
- Remote work opportunities
- Professional development and training programs
- Tuition reimbursement for continued education
- Employee assistance program (EAP) for mental health and well-being support
- Opportunities for career growth and advancement within the company
- Performance-based bonuses and incentives
- Company-sponsored events and team-building activities
- Access to industry conferences and seminars
- Generous parental leave policies
- Wellness programs and fitness reimbursement
- Casual dress code and inclusive work environment
- Employee recognition and reward programs
- Discounted or free company products and services
- Transportation assistance or commuter benefits
- On-site facilities (e.g., gym, cafeteria) where available