Customer Support Lead

Overview:

We are seeking a dynamic Support Lead to join our Customer Support team. This role is pivotal in solving advanced support tickets and leading a dedicated team of Level 1 (L1) agents. The ideal candidate will bring a proactive troubleshooting mindset and experience in customer service, using their skills to enhance our user support experience.

Responsibilities:

• Manage and resolve advanced support issues while providing expert guidance to our users.
• Lead, mentor, and oversee the daily operations of a team of L1 support agents.
• Develop and implement efficient processes to enhance team productivity and effectiveness.
• Monitor and report on key performance metrics to ensure targets are met and service levels are maintained.
• Collaborate with Level 2 (L2) agents to streamline support efforts and improve resolution times.
• Act as a point of escalation for complex support scenarios and guide agents through the resolution process.

Qualifications:

• Proven experience in customer support or a similar role, with a strong focus on service delivery.
• Proficient in basic troubleshooting techniques; no coding experience necessary.
• Familiarity with various platforms and the ability to quickly adapt to new technologies.
• Demonstrated ability to lead and inspire a team in a fast-paced environment.
• Strong communication and interpersonal skills, capable of fostering positive relationships with both team members and users.
• A service-oriented mindset with an emphasis on efficiency and problem-solving.

What HeyGen Offers

• Competitive salary and benefits package.
• Dynamic and inclusive work environment.
• Opportunities for professional growth and advancement.
• Collaborative culture that values innovation and creativity.
• Access to the latest technologies and tools.

HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.