Customer Support Lead

We are.

We are Wave Nine, the not-so-typical consultancy from Silicon Valley that practices startup spirit and speed. Together with our strategic partner WorkBoard, Inc., we bring purpose to employees and results to companies. Based on a framework called Objectives and Key Results (OKRs), we help companies gain competitive advantage through high alignment on purpose, strong focus, and transparency. We combine consulting services with a category-defining software platform backed by leading investors such as Andreessen Horowitz, Microsoft, and Softbank.

To complement our growing team, we are looking for a Customer Support Lead who will not just sit on the sidelines. You will create long-term value for Wave Nine by driving our content operations. We practice new work and plan to continue working remotely, with occasional on-site client engagements.


The Job – What you will do


Main Resposibilities include:
• Learn and master the OKR Software that we use to best help and understand the needs of our customers. Software training will be provided.
• Lead and work closely with the customer support team's day-to-day functions.
• Formulate and revise customer support policies and promote their implementation.
•Overseeing and evaluating the team's efforts in handling customer tickets.
• Work with the team in handling customer inquiries via e-mail, and chat, giving prompt answers to customer questions and adhering to Service Level Agreement (SLA) deadlines.
• Take ownership of customer issues, drive resolutions, and escalate unresolved issues to relevant internal teams. Proactively investigate if you don’t have enough information to answer customer questions or resolve issues.
• Lead the documentation of knowledge as solution articles, keep records of customer interactions, process customer accounts, and file documents.


Other Responsibilities, might include but may not be limited to:
• Being also part of the operations team, you will help with general administrative tasks and will performs other related duties as assigned during low ticket times.


Requirements – What we look for
• 2-3 years of experience within the customer support industry
• Proven working experience as a Customer Service Manager
• Excellent English communication skills


Benefits – What we offer
• An international team who believes that every member enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges.
• Learn about Silicon Valley methods by working directly with companies and San Francisco Bay Area leaders.
• Competitive salary.


IMPORTANT NOTE:
Please send us a link to your CV, otherwise, your application will not be considered.