Customer Support Leader (Remote)

The Customer Support Leader at Axur is primarily responsible for ensuring high-quality service delivery, analyzing KPIs, leading a high-performing support team, collaborating with various departments, managing critical support cases, and enhancing customer-centricity across the company. This role plays a vital part in transforming customer insights into product improvements and optimizing the customer support processes.

To qualify for the Customer Support Leader position at Axur, candidates should have fluency in Portuguese, over four years of experience in customer support, strong communication skills, and a solid understanding of customer support processes. Experience in crisis management and a data-driven mindset is also essential, plus a background in SaaS and B2B companies will give you a significant edge.

Axur is dedicated to individual development, providing a 360-degree evaluation and Individual Development Plan (IDP) for all employees. Additionally, associates benefit from agreements with educational platforms like Coursera and Udemy, ensuring continuous growth and learning opportunities that enhance your skills as a Customer Support Leader.

The work environment at Axur for a Customer Support Leader is dynamic and flexible, allowing you to work remotely from anywhere in the world. The culture emphasizes creativity, initiative, and collaboration across borders, fostering an engaging atmosphere where everyone's contributions are celebrated, especially in driving customer satisfaction.

As a Customer Support Leader at Axur, you can anticipate a comprehensive benefits package that includes health insurance, a home office allowance, a flexible benefits program, employee bonuses, and stock options. Additionally, you'll enjoy super flexible hours and access to language classes, emphasizing Axur's commitment to supporting your personal and professional development.

To prioritize tasks effectively as a Customer Support Leader, I assess the urgency and impact of each task, balancing immediate customer needs with long-term strategic goals. I utilize tools and techniques like the Eisenhower Matrix to categorize tasks and ensure my team remains focused on delivering exceptional service.

My approach to team management centers around fostering open communication and collaboration. I believe in setting clear expectations and providing regular feedback while encouraging team members to share ideas and suggestions. This creates a supportive work environment essential for a successful support team.

To enhance customer satisfaction, I focus on listening to customer feedback, analyzing support metrics, and leveraging insights to develop targeted strategies. Implementing proactive communication and ensuring the team is well-trained in product knowledge are essential in creating a fulfilling customer experience.

When facing a critical support case, my first step would be to gather all relevant information to understand the customer's issue deeply. I would then collaborate with internal teams to devise an effective resolution plan, keeping the customer informed throughout the process to ensure transparency and build trust.

I have extensive experience with various customer support tools, including Intercom and Zendesk. I leverage these platforms to streamline communication, track support metrics, and optimize the self-service knowledge base to empower customers and improve support efficiency.

Success for my support team is measured through a combination of KPIs, including first response time, resolution time, customer satisfaction score (CSAT), and Net Promoter Score (NPS). By analyzing these metrics, I can identify areas for improvement and celebrate our successes.

Data plays a crucial role in my decision-making as a Customer Support Leader. I rely on data analytics to assess team performance, understand customer needs, and make informed decisions that drive improvements in service delivery and customer satisfaction.

Encouraging a customer-centric culture begins with leading by example. I emphasize the importance of empathy in every interaction, recognize team members who excel in service delivery, and provide regular training on customer needs and expectations. Creating a culture that values the customer experience helps foster deeper connections.

My experience with conflict management involves actively listening to understand differing perspectives, maintaining neutrality, and working collaboratively towards a resolution. I prioritize clear communication and the establishment of trust to facilitate a positive outcome, whether it involves team members or customer interactions.

I am drawn to Axur's commitment to innovation and customer safety, and I resonate with its core values. I want to contribute to a team that emphasizes collaboration and creativity in solving customer challenges, as well as harness my experience to drive exceptional customer service in a forward-thinking environment.