Customer Support Operations Lead

Restaurant365; Brasil; Teletrabalho; BRL 642.000 - 775.000; Tempo integral

Resumo da oferta

A leading SaaS provider in Brazil is seeking an experienced professional to enhance Customer Support operations. Responsibilities include analyzing performance metrics, defining tooling requirements, and streamlining support processes. The ideal candidate has 5+ years in the SaaS industry and proficiency in project management. The role offers a competitive salary, comprehensive benefits, and opportunities for professional growth.

Serviços

Comprehensive medical benefits

401k plan with matching contributions

Unlimited PTO

Wellness initiatives

Qualificações

• 5+ years of business experience in the SaaS industry, ideally in customer-facing roles.
• 3+ years of Customer Support or Customer Success Operations experience.
• Proficiency in data analysis and operational improvements.

Responsabilidades

• Track and analyze performance metrics for Customer Support.
• Define tooling requirements and manage Freshdesk.
• Drive Customer Support strategy to enhance customer success.

Conhecimentos

Analytical problem-solving

Project management

Communication

Ferramentas

Freshdesk

Excel

Google Sheets

Descrição da oferta de emprego

Overview

Employer Industry: SaaS for the Restaurant Industry

Why consider this job opportunity:

• Salary up to $144,600
• Comprehensive medical benefits, 100% paid for employees
• 401k plan with matching contributions
• Equity Option Grant available
• Unlimited PTO along with company holidays
• Wellness initiatives to support employee health and well-being

What to Expect (Job Responsibilities)

• Track, analyze, and communicate performance metrics for Customer Support, providing actionable insights to leadership
• Define tooling requirements and act as a business owner of Freshdesk and related tools for configuration and implementation
• Streamline support processes by designing workflows, automations, and process improvements
• Drive Customer Support strategy to enhance renewals, retention, and overall customer success
• Collaborate with cross-functional teams on data and systems projects to improve decision-making across the customer lifecycle

What is Required (Qualifications)

• 5+ years of business experience in the SaaS industry, ideally within a go-to-market or customer-facing function
• 3+ years of functional Customer Support or Customer Success Operations experience
• Strong analytical problem-solving skills with the ability to turn data into operational improvements
• Experience with Freshdesk or equivalent support ticketing systems
• Proficiency in project management with a track record of driving initiatives in a fast-paced environment

How to Stand Out (Preferred Qualifications)

• Advanced data analysis and reporting skills using Excel, Google Sheets, or BI tools
• Excellent communication skills to translate business needs into technical requirements
• Ability to operate autonomously in a high-growth SaaS setting

#SaaS #CustomerSupport #RestaurantIndustry #CareerOpportunity #EmployeeBenefits

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