Job Overview
Our goal is to accelerate business and simplify people's lives. Over 1.5 million customers use our solutions to manage agreements and unleash business-critical data.
Responsibilities:
* Lead a team of experts resolving complex subscription, billing, and account-related inquiries.
* Partner with vendors to ensure quality and efficiency in support operations.
* Collaborate with Sales, Finance, Legal, and Operations teams to resolve escalations and issues.
* Utilize data and automation to scale operations and enhance the customer experience.
* Monitor Key Performance Indicators (KPIs) and ensure Service Level Agreement (SLA) adherence.
* Champion customer feedback to improve product experiences.
* Manage high-impact escalations and serve as an on-call leader.
Requirements:
* 5+ years in customer support or operational delivery.
* 2+ years leading teams, including Full-Time Employees (FTEs) or vendors.
* 1+ year experience in Software-as-a-Service (SaaS) or cloud industry.
* Bachelor's degree in business, operations, or technical field.