Customer Support Lead

Details of the offer

Customer Support LeadWe are looking for a Customer Support Lead to join our team at Alby. You will play a crucial role in ensuring our customers have a seamless experience, from onboarding to support, while creating processes to scale our operations. You will be the primary point of contact for our customers and collaborate closely with our product, sales, and marketing teams.
?? What You Will Do ?? Customer Onboarding & Support Guide new customers through the onboarding process, ensuring a smooth transition and full understanding of our platform.
Serve as the main point of contact for customer inquiries, technical issues, and support requests via HubSpot.
Manage and maintain customer data and communications in HubSpot.
Address platform-related inquiries, bugs, and non-commercial feature requests, collaborating with the product team for resolution.
?? Help Documentation & Process Development Develop and maintain comprehensive help documentation, FAQs, and tutorials in Notion.
Create and implement scalable processes for customer support, including knowledge base management and customer feedback loops.
Analyze support data from HubSpot and Notion to identify trends, customer pain points, and opportunities for improvement.
?? Data-Driven Insights & Collaboration Provide insights based on support data to inform product development and customer experience improvements.
Collaborate with product, sales, and marketing teams to ensure a cohesive and seamless customer experience.
?? Who You AreYou enjoy building and optimizing processes from the ground up.
You have a customer-first mindset and take pride in solving customer issues.
You have 3+ years of experience in customer success or support, preferably in a SaaS or tech environment.
You have a strong basic technical aptitude and understanding of SaaS applications, data management, and general computer science concepts (coding not required).
You are proficient with HubSpot and Notion.
You are comfortable managing customer inquiries and technical issues.
You are skilled at creating and maintaining documentation and support resources.
You have strong analytical skills and can derive insights from data.
You are an excellent communicator, both written and verbal.
?? About albyOur mission is to answer every product question. People buy products all the time. It might be buying a new ski, picking out an outfit, getting new things for your kitchen, picking the right stroller for your child, or just about any other thing we buy. People are often full of anxiety and questions when making the purchasing choices that matter. Our goal is to use A.I. to give people peace of mind, and make these choices easier.
We have built an A.I. platform to empower any ecommerce company to answer any shopper question about their products, in real time. Learn more at www.alby.com


Nominal Salary: To be agreed

Source: Grabsjobs_Co

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