Senior Customer Support Lead

5+ years of experience in enterprise B2B technical support roles within SaaS, FinTech, or similar environments, with at least 2 years handling complex technical issues
Proven track record of leading support process improvements and mentoring junior team members
Advanced troubleshooting abilities and the capacity to solve ambiguous technical problems independently
Exceptional communication skills with the ability to translate technical concepts to various audiences
Strong proficiency with data analysis tools (SQL, Tableau, Mixpanel, etc.) and the ability to derive actionable insights
Experience with advanced features of Zendesk or similar enterprise support platforms, including workflow automation and reporting
Demonstrated ability to influence product decisions through data-driven customer advocacy
Experience developing comprehensive knowledge base resources and training materials
Familiarity with log analysis and monitoring tools (Datadog, Splunk, etc.)

Serving as a trusted advisor to our most strategic customers by providing expert-level support across our full product suite
Leading cross-functional problem-solving efforts with Customer Success, Product, Deployment, and Engineering to resolve complex technical issues and architect solutions
Driving continuous improvement by analyzing support trends, identifying root causes, and recommending strategic enhancements to product and process
Developing comprehensive knowledge base resources, training materials, and best practices documentation
Owning and optimizing support metrics, SLAs, and reporting frameworks to enhance overall customer experience
Identifying opportunities to proactively mitigate customer issues before they escalate

No preferred qualifications provided.