CS Technical Account Lead

We are seeking a personable and experienced Account Manager to join our team and oversee the Customer Experience/Customer Success (CX/CS) for one of our brands. In this role, you will play a crucial part in ensuring our clients receive exceptional support while contributing to the development and success of the brand.

Responsibilities:
-Customer Support Management:
-Lead and manage the CX/CS team, handling email tickets and phone calls (inbound/outbound) through Zendesk.
-Ensure timely and effective resolution of customer inquiries, technical issues, and support requests.
-Keeping up-to-date on internal flows and SOPs

Technical Expertise:
-Demonstrate technical knowledge in internet connectivity, mesh networks, and overall IoT troubleshooting.
-Provide guidance to customers on resolving complex technical issues related to security cameras and IoT connectivity.
-Network and Code Management:
-Engage in network work, understanding and managing relevant protocols.
-Oversee tasks involving copying and pasting snippets resembling code, without direct coding responsibilities.

Communication Skills:
-Possess excellent verbal and written communication skills in English.
-Exhibit charisma over the phone to enhance customer interactions and build strong relationships.

Qualifications:
-Proven experience in a customer-facing role, ideally in IoT or technology-related industries.
-Strong technical knowledge in internet connectivity, mesh networks, and IoT troubleshooting.
-Familiarity with IP work and the ability to handle tasks related to code snippets.
-Exceptional leadership skills and experience managing customer support teams.
-Fluent in English with excellent communication and interpersonal skills.
-Able to learn quickly and accurately in event of product and/or feature updates.
-Able to work EST hours.
-Reliable access to internet and can take calls throughout the day.

*Pay will be based on experience/qualification