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Customer Support lead

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Customer Support lead

At AlisQI we're looking for a Customer Support lead to join our team.

Full-time · Remote

About AlisQI

AlisQI is an easy to implement and integrate, flexible and cloud based Quality Management platform. We enable manufacturing companies to make their Quality Management data driven, automated and integrated. More than 150 factories on all six continents use our platform for Quality Control, Quality Assurance and EHS management. We help our customers to reduce waste by up to 15%, increase their quality level and save up to 20% on time.

As we are growing with more than 50% per year, we are expanding our team. We are looking for people that, like ourselves, are smart, pragmatic, and direct but on a mission! As we are looking to create a diverse culture, we explicitly invite women and people of color to react.

The challenge

We are looking for a lead for our Customer Support team, part of our Customer Success organization, to shape and deliver an amazing customer experience to customers from around the globe.

We continue to grow our customer base, so you will have a unique opportunity to influence how the team services our customers as well as being a guiding light in setting up new processes, workflows and more. You will join our Customer Success team of 4 people as we work to provide fast, excellent assistance with a high focus on customer satisfaction.

Responsibilities

  • Within the CSM team, design and structure a scalable customer support process through times of substantial growth

  • Identify the latest market trends in customer experience, translating them into practical approaches for our customer experience

  • Provide comprehensive support to clients by answering questions and troubleshooting issues related to our quality management software

  • Structure and maintain our Knowledge base to support self learning and efficient knowledge sharing

  • Escalate complex technical issues to the appropriate team members for resolution

  • Collaborate with the product management team to identify opportunities for improving the customer experience

  • Gathering customer feedback about their experience , and sharing your knowledge with the product management team

Experience required

We are a small, diverse and international organization. We get along well together and believe our culture is a key to our success. We believe that success comes from teamwork and collaboration, not from solo efforts. We are looking for someone that doesn’t bring their ego to the game, someone that balances results-orientation with empathy. We are a learning organization; we are seeking someone that will enjoy actively contributing to our continuous improvement initiatives.

The ideal Customer Support lead has:

  • Prior experience in a customer support or helpdesk role in a SaaS company and experience with ticketing systems

  • Excellent communication skills both internally and with customers

  • The ability to prioritize and manage multiple client inquiries effectively

  • Problem solving skills with attention to detail

  • Experience with Hubspot is a plus

  • You enjoy and get satisfaction from helping people. Inbox-zero is hugely satisfying to you

  • Enjoys a fast-paced and fun working environment

  • Comfortable working with a globally distributed team

Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply anyway.

What we offer

We are independent thinkers and expect our team to be independent as well. We strive to continuously improve ourselves and are always experimenting. This is what we offer:

  • We are a remote company, so you work from home, but of course constantly in touch with the team through Slack and Teams and physical get-togethers

  • Just the right amount of travel: not so much that it’s a grind, but enough to make it interesting: attend conferences, onsite customer visits or trips to co-work location sites in The Netherlands 

  • We would love it if you are better at stuff than we are. Help us bring AlisQI to its next level of growth!

  • Our prospects operate in different time zones, so some flexibility in work timings is expected (and returned)

  • We offer a competitive salary, commission and benefits including retirement, flexible work hours, and continuous learning opportunities

Enough said. If you want to know more, let’s set up a call to meet each other.

Apply for the job

Do you want to join our team as our new Customer Support lead? Then we'd love to hear about you!

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