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Job Description
:
- Lead day-to-day support operations, ensuring timely and effective responses across all channels.
- Coach, mentor and lead support reps, fostering a high-performing, empathetic, and customer-first team culture.
- Handle escalated technical or usage issues, coordinating with product and engineering teams for resolution.
- Track and analyze support metrics (response times, resolution rates, CSAT) and implement improvements.
- Maintain and improve the knowledge base, enabling customer self-service and internal efficiency.
- Identify trends in support tickets, and work cross-functionally to address recurring pain points or usability issues.
- Own feedback loops, relaying bugs, feature requests, and customer insights to internal teams.
- Support onboarding and retention, ensuring users have the guidance they need during key milestones.
- Help scale support systems and processes as the company grows.
What You Bring:
- 4+ years in customer support or technical support, with at least 12 years in a lead or senior role (preferably in SaaS/startups).
- Strong leadership and communication skills with the ability to motivate, coach, and manage priorities.
- Proven ability to troubleshoot technical issues and guide others through solutions.
- Experience with tools like Intercom or Zendesk.
- Analytical mindset - you track performance, identify bottlenecks, and optimize for efficiency.
- A calm, empathetic, and proactive approach to problem-solving and customer interactions.
- A passion for improving customer experience and contributing to product and process enhancements
Skills
Customer ServiceTechnical SupportBPO OperationsCustomer SupportIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
In a world of generic enterprise software, Aptean provides hyper-niche software solutions that deliver more results instead of more workarounds. In today’s fast-paced, highly competitive economy, organizations don’t have time to waste forcing homegrown software, spreadsheets, and one-size-fits-all solutions to do things they were never designed to do. Aptean is on a mission to end those workarounds–with industry-specific solutions instead of generic software, expert support instead of making you go it alone, and a steady influx of new ideas instead of the status quo. That’s why over 4,100+ highly specialized organizations in more than 20 industries and 54 countries rely on Aptean to streamline their everyday operations. Headquartered in Alpharetta, Georgia, Aptean has offices in North America, Europe, and Asia-Pacific, as well as an extensive partner channel. Our customers are located across Europe, Latin America, Asia-Pacific and North America.
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