Job Title: Customer Success / Tech Support Lead
Location: Irvine, California (Onsite)
About Us: Autopilot is revolutionizing the investment landscape by enabling users to mirror the strategies of seasoned investors seamlessly. We are committed to providing exceptional customer support that rivals the experience of a five-star resort, ensuring our users feel supported and valued every step of the way.
Job Description: We are seeking a dynamic Customer Success / Customer Support Lead to join our team in Irvine, California. This role is pivotal in driving customer satisfaction, ensuring smooth operations, and leading a team of Customer Service Representatives (CSRs). The ideal candidate will possess a deep understanding of our product, exceptional technical problem-solving skills, outstanding organizational abilities, and a genuine passion for people. A background in hospitality, particularly in a five-star resort setting, is highly desirable.
Responsibilities:
- Lead and mentor a team of CSRs to provide top-tier customer and technical support.
- Fully understand Autopilot's product offerings, features, and updates to effectively resolve customer inquiries.
- Develop and implement strategies to improve response times and first-response resolution rates.
- Maintain a low escalation rate by empowering CSRs to resolve issues at the first level whenever possible.
- Ensure continuous learning and improvement within the team by staying updated with product updates and industry best practices.
- Monitor and enhance the quality of customer interactions, ensuring clarity, correctness, and friendliness in all communications.
- Organize and manage the support team's workflows, ensuring efficient and effective operations.
- Handle advanced technical support issues and escalate to technical support when necessary.
- Foster a culture of empathy, patience, and exceptional service within the team.
- Provide regular feedback and performance reviews to CSRs, encouraging professional growth and development.
Qualifications:
- Proven experience in a customer support or success leadership role.
- Strong technical problem-solving skills.
- Excellent organizational and multitasking abilities.
- A genuine love for people and a passion for providing exceptional customer service.
- Background in hospitality, especially in a five-star resort setting, is a significant plus.
- Strong communication skills, both written and verbal.
- Ability to thrive in a fast-paced, dynamic environment.
- Familiarity with financial services or investment platforms is preferred.
Benefits:
- Competitive salary and benefits package.
- Opportunity to work with a cutting-edge investment platform.
- Collaborative and supportive work environment.
- Professional growth and development opportunities.