Support Team Lead at Solvvy in Remote

The Company Solvvy is a next-gen chatbot and customer support automation platform built with AI, ML, and Natural Language Processing technology.

Working with leading brands such as HelloFresh, Calm and Amazon Ring, Solvvy delivers brilliant customer experiences and innovative SaaS technology to over 550 million users around the world.

We come from diverse backgrounds at Solvvy, and we prefer it that way Our differences and unique perspectives make us stronger every day and are a key part of our values.

Our objective is to maintain the open and transparent environment we thrive in while embracing these unique perspectives we each bring as individuals.

A diverse, equitable and inclusive workplace touches every aspect of our Company’s success from employee development, hiring, coaching, civic responsibility and day-to-day decision making.

You are welcome here We, Solvvers, are committed to ensuring that you experience this feeling every time you come in touch with one of our team members.

The Opportunity As Solvvy’s Team Support Lead, you will be leading the next stage of our Support team development.

You will be accountable for delivering against the team’s SLAs and KPIs while defining and delivering world-class support to our clients.

You will be a trusted partner to our Customer Success Team, working closely with Solutions Engineering and be a coach and mentor to your team members.

About You You have 5 years of experience in technical support delivery with SaaS companies, including experience interacting with technical support engineers As part of that minimum 2 years of experience managing a support team incl.

people management, performance evaluation and coaching Track record of creating processes, aligning roles and improving SLAs and quality of customer service.

Demonstrate strong communication and influencing skills, explaining technical concepts to non-technical audiences.

Problem solving to assess the situation and rapidly arrive at solutions, willingness to learn new technologies and become an expert You have a deep passion for and experience with operations with proven experience of translating operational insights into business outcomes.

Good to have but not required: experience using with high-level debugging (e.g.

Postman) and an understanding of web technologies and Application Programming Interfaces (APIs) Familiarity with CRMs, Salesforce Service Cloud or Zendesk CRM is a bonus.

What You’ll Do Be a player and a coach.

You will respond to incoming tickets, as well as coach, mentor, and inspire your team members to grow personally and professionally within Solvvy.

Lead and direct your support team while collaborating with other internal stakeholders.

Ensure that SLAs and other operational metrics are met with a drive toward exceeding and maintaining the high standards and fast turnaround times.

Report on key metrics internally.

Identify opportunities for automation, and assist with the development of automation systems to address those opportunities.

Demonstrate value to our existing business when handling the direct support communication with high tier clients Create, maintain and update existing documentation.

Become a Solvvy product expert and utilize your knowledge contributing to our client product backlog to make our clients’ experience better.

Identify patterns to constantly improve our support experience and identify content management needs for our Help Center Work closely with the Customer Success teams to maintain alignment on operational discipline and standards for support.Salary Range: $80K $100K Minimum QualificationSales Management & Operations