JOB TITLE: Customer Support Supervisor
DEPARTMENT: Customer Success
REPORTS TO: Director of Customer Success
SUMMARY:

The Lead Customer Support Specialist ensures that all customer needs are promptly addressed by responding to customer’s requests, questions, and concerns in a timely and accurate manner, while exercising the highest level of service and quality. This position also supervises other Customer Support Specialists.

PRIMARY DUTIES:
  • Assist customers with technical issues related to Land Gorilla software.
  • Troubleshoot and reproduce software bugs and document for product team.
  • Coach support specialists, as needed, on request handling.
  • Ensure response times listed in customer Service Level Agreements are met.
  • Responsible to produce monthly support metrics.
  • Responsible to identify and continuously improve customer support processes.
  • Maintain the Land Gorilla Knowledge Base by writing, editing, and prioritizing articles.
  • Identify and and prioritize need for instructional videos for select software features, and coordinate video production with an interdepartmental team.
  • Support Customer Success project needs.
  • Serve as liaison with the Product Team, testing new features for bugs, as requested.
  • Develop/contribute to product release notes.
  • Train existing clients on software features, as needed.
  • Supervise other members of the Customer Support team, delegating tasks and providing guidance and assistance as needed.
  • Assist department head with training program development for the role.
REQUIRED QUALIFICATIONS AND SKILLS
  • Excellent written and verbal communication skills with demonstrated ability to accurately convey difficult or technical information
  • Ability to maintain professional phone etiquette in all situations
  • Solid grammar, punctuation, and spelling skills
  • Driven to meet deadlines
  • Proven ability to multitask, handling multiple projects and deadlines at the same time
  • Ability to think creatively
  • Excellent analytical skills
  • A “can-do” attitude

This job description is not exhaustive and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the departments.