SaaS Customer Support Lead

Bond-Pro Inc; Tampa (FL); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading software company seeks a Technical Support Lead to guide a team while providing high-level client support. Ideal candidates will have extensive experience in software technical support, particularly in SaaS and client-server environments, with a focus on analytics and customer service excellence. This remote position offers competitive benefits and the opportunity to work in a dynamic, team-oriented environment.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Flexible Paid Time Off

Qualifications

• 10+ years in software technical support/client success.
• 5+ years in SaaS vendor support.
• Experience supporting customers in client server environments.

Responsibilities

• Lead a team of technical support analysts.
• Provide direct support to clients.
• Manage complex client concerns under pressure.

Skills

Analytical skills

Customer service skills

Excellent communication

Job description

Who is Bond-Pro:

Bond-Pro is a 25+ year old software company and the leader in providing enterprise software to insurance companies to manage their specialty line of Surety Bonds.

This position is open only to candidates residing in Florida, Georgia, Indiana, Ohio, Pennsylvania and Texas. Relocation support is not available.

This is a 100% remote position.

The Role:

This role will lead a small team of technical support analysts who are responsible for level two and level three external client support. Our technical support team provides support for OUR software products which are licensed to insurance carriers and insurance agencies.

This role provides:

• Day to day organization to the support team efforts
• Support to clients directly – this is not just a management role
• Seasoned customer handling when dealing with pressure situations or complex client concerns
• Leadership by example – always leaning in

The successful candidate will have the following attributes:

• A quick learner – needed to learn our software and industry
• Highly personable – strong EQ and sense of humor – able to reach a wide range of people
• Uncommon sense
• Strong work ethic that inspires others
• Appreciative of a good team environment
• Likes a small but driven company environment

Experience and Background we are Seeking:

We are seeking individuals with strong analytical and customer service skills who have experience working as a software vendor resolving a wide variety of customer issues.

The successful candidate will have experience with complex ERPs (SAP, Oracle, etc.) supporting customers in both web-based and client server environments.

Property and casualty insurance industry experience is preferred, but financial services or banking industry experience is acceptable.

Requirements:

• 10+ years of experience in software technical support/client success positions.
• 5+ years of experience in SaaS vendor support, as opposed to internal customer support.
• Recent experience supporting customers in client server environments, not just web-based environments. This is a crucial requirement.
• Excellent communications and customer service skills.
• Property & Casualty Insurance industry experience (preferred)

Benefits:

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Flexible Paid Time Off

About Bond-Pro:

Bond-Pro’s fully integrated enterprise software suites enable Surety professionals with a full underwriting suite to evaluate and manage accounts as well as the tools to streamline and automate the entire life cycle of Surety Bonds.

Founded in 1991 and headquartered in Tampa, Florida, Bond-Pro is the leading software automation tool for Surety professionals. Our focus is developing state-of-the-art technology solutions to help surety carriers and agencies grow premiums, while reducing risks and operating costs. With 10 major releases and over 250,000 development hours, we dedicate 76% of our operating costs to the further enhancement of our products.

Bond-Pro is the most widely used surety automation software deployed by hundreds of agencies and dozens of national surety carriers. Bond-Pro leverages more than 20 years of customer feedback in developing surety software that provides the most feature rich functionality in the marketplace.

Learn more about us atwww.bond-pro.com