Our client, a fast-growing Software as a Service (SaaS) company, is looking for a motivated Technical Support Lead to manage and guide their customer support team in **St. Louis, Missouri, US**. This role offers a hybrid work model, providing a blend of in-office collaboration and remote flexibility. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer issues related to our software products. Key duties include managing support tickets, leading and mentoring a team of support engineers, developing and maintaining support documentation and knowledge bases, and identifying trends in customer issues to provide feedback to product development and engineering teams. You will also be responsible for setting performance standards, handling escalated customer inquiries, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong background in technical support, with experience in managing a support team and a deep understanding of SaaS products and platforms. Excellent troubleshooting, problem-solving, and communication skills are essential. The ability to effectively lead, motivate, and develop a team is paramount. Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. A passion for customer service and a commitment to continuous improvement are key attributes. This is a fantastic opportunity to make a significant impact on customer experience and product success within an innovative technology company, contributing to seamless user support and client retention.
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