Software Support Lead (Hybrid Role in Buenos Aires) - U
- Buenos Aires
- Autónomo
- Tiempo completo
The support team is the front line of Gorgias. We are here to make sure our current clients get the best out of our product, assist with and guide our new clients during their trial period and drive new leads.**Some of the projects we're working on**:
**Integrations project -** 3rd party integrations that our partners built
**Knowledge Base project -** creating/updating public-facing documentation
**Training project -** Onboarding and training new members + Training existing members + Internal documentation
**Billing project -** Subscription management on Stripe
**Social project** - managing comments and reviews left by our clients on the following platforms: Shopify, Facebook, Trustpilot,**What You'll Do**:- Handling non-technical and technical escalations reported by the team
- Monitors team performance and reports on metrics (weekly, monthly, quarterly)
- Lead 5 agents using performance management and development process: weekly performance check-ups, bi-weekly 1:1, monthly carer paths, quarterly performance reviews
- Interact with Engineering and Product team to ensure prioritization of issues and open communication about product plans and bug fixes
- Work together with Success and Sales to help drive the best support for our clients as well as our leads
- Act as a Senior agent to support the team and guide them towards a resolution
- Provide direct supervision of agents that may include: recruitment, evaluations, performance plans
- Review and improve support documentation and processes
- Ensure shifts coverage to deliver and exceed our goals
- Paying very close attention to client's negative feedback and use your wit to change their mind
- Having ~ 50% time working in the support queue. To manage our support, we need to spend time on the front line and lead by example**Who you are**:- Experience troubleshooting technical issues in the SaaS environment, specifically Zapier and any previous API troubleshooting is a big plus
- 2+ years of experience in technical support and love being on the first line of support, preferably in a 24x7 environment
- Being good with data and providing feedback based on a wealth of information available at your fingertips
- Skilled leader: provide feedback, coaching, and guidance to your team
- Comfort in a start-up environment with 100% ownership**Note that this role is a Hybrid role and will require going into our future Buenos Aires Office 3 times a week.****Job Type**: Contract**Salary**: $2,966,473.39 - $3,337,423.32 per yearApplication Question(s):- Would you be able to accommodate going into the Buenos Aires Office 3x a week?**Experience**:- Help desk: 2 years (required)
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