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Open nowFirst seen 4 days ago

XTN-84F1367 | EMAIL SUPPORT TEAM LEAD

KMC Solutions Inc1,595 open roles

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Your applicationOpen nowXTN-84F1367 | EMAIL SUPPORT TEAM LEADKMC Solutions Inc

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on KMC Solutions Inc's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. KMC Solutions Inc postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

KMC Solutions Inc median: 1 days open

The posting

You have a unique opportunity to join a world-class support team as we grow our footprint and scale globally. Our client enables teams to move work forward and User Operations (UO) is dedicated to quickening that pace. We’re here to maximize clarity in our customers' work and to help them get the most out of our client’s work management product.

We're looking for an empathetic and creative problem solver to join our User Operations team. You will become a product expert in Asana and a savant of productivity. You’ll help customers with questions, feature requests, and bug reports. You'll educate them about best practices and help them navigate our product. Armed with this experience, you’ll be a liaison between the product team and our customers.

As a team lead, you will become an expert in the day to day work eventually transitioning into coaching/mentoring a team around you as you focus on accomplishing our KPIs. We are looking for someone to not only guide the agents in the work but also reviewing and providing feedback to have top notch quality responses and customer interactions.

What you'll achieve

  1. Become a product expert in Asana
  2. Help customers with questions, feature requests, bug reports, and educate them about the best practices for using Asana with a team
  3. You’ll bring a critical eye to each support interaction, always looking for efficiency and customer experience improvements to help us improve our operations as the business continues to grow
  4. Technical and pragmatic focus on customer support
  5. Be a liaison between the product team and our customers
  6. Become a team lead and learn to coach/mentor a team

About you

  1. 5-7+ years in a customer support role
  2. 3-4+ years of experience in leading customer support teams, ideally in SaaS or consumer tech
  3. Ability to coach to strong performance while holding teams accountable to high expectations
  4. Natural troubleshooting skills and strong technical aptitude
  5. Excellent written and verbal communication skills in English
  6. Genuine passion for making customers feel happy and understood
  7. Tenacious work ethic and relentless attention to detail
  8. Deep sense of empathy for technology users
  9. Customer support/service experience
  10. Proficiency with Asana and Zendesk a plus
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