Support Lead

Job Description

Stellic is seeking a Support Lead to enhance their customer support experience. The Support Lead will lead a team of Technical Support Analysts, drive process improvements, maintain key performance metrics, and ensure customer feedback shapes product evolution. This role involves strategic leadership and technical expertise to elevate the customer support experience.

Role Involves:
• Driving and maintaining support KPIs.
• Recruiting, onboarding, and developing Technical Support Analysts.
• Enhancing the team's technical abilities through training.
• Overseeing support tooling operations and maintenance.
• Partnering with cross-functional teams to transform customer feedback into product improvements.
• Establishing and overseeing global support operations.

Requirements:
• 3+ years leading technical support teams in an enterprise SaaS environment.
• Strong technical background and troubleshooting expertise.
• Proven track record scaling high-performing support teams.
• Exceptional analytical, problem-solving, and communication skills.
• Detail-oriented with unwavering commitment to quality.
• Excellent customer relationship management abilities.
• Experience implementing support tools is highly valued.

Stellic Offers:
• Generous stock options.
• Flexible, outcome-based culture.
• Comprehensive health insurance.
• 401K and commuter benefits.
• Annual international retreats.