Related skills
salesforce saas zendesk team leadership kpis📋 Description
- Lead and develop a team of L1 Product Support Specialists.
- Provide coaching, regular 1:1s, and feedback to grow skills.
- Build psychological safety and promote open communication; resolve conflicts.
- Own and refine workflows, escalation paths, and SOPs for efficiency.
- Collaborate with Product, Engineering, and Success teams for root-cause resolution.
- Define and monitor KPI targets (SLA, CSAT, FRT, TTR) and surface risks.
🎯 Requirements
- Bachelor's degree or equivalent professional experience.
- 3+ years in Product Support or Account Management, with 2+ years in a lead/supervisory role.
- Proven success leading support teams in fast-paced SaaS environments.
- Strong technical aptitude to learn and articulate complex product functionality.
- Excellent written and verbal communication; experience presenting to leadership.
- Hands-on experience with Zendesk and Salesforce.
🎁 Benefits
- Collaborative teammates who love what they do.
- Learning platform and onboarding to set you up from day one.
- Meal stipends for remote/work-from-home moments.
- Work-life harmony: vacation, holidays, wellness allowance, parental leave.
- Comprehensive health benefits (medical, dental, vision, life, disability).
- 401k savings plan for USA employees.
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