Support Lead Impraise
At Impraise, we believe in the power of people. As a market-leading technology company we make performance management meaningful for employees, actionable for managers, and painless for HR.
Founded in 2013, Impraise is one of the most successful people-focused companies to come out of Y Combinator. With offices in Amsterdam, Lisbon, and New York, Impraise has quickly become one of the fastest growing tech companies in Europe.
Serving hundreds of customers worldwide, Impraise is the partner of choice when it comes to creating a feedback culture that empowers organizations and its most valuable asset — it’s people.
Your challenge —
We are looking for a Support Lead. What you will be doing? Well, you will be answering our customers while at the same time, you will start growing our support team. This growing team of support ninja’s will be lead by you. You will be the go to person for our Customer Success Managers and other internal stakeholders that work closely together with support such as our Product Managers. You will report into our VP of Customer Success and provide data points to track the performance of our support team and Customer Satisfaction.
Your main responsibilities will consist of:
Hiring a team of service executives
Getting to know the tooling we use and map out the current processes while you are constantly looking for ways to make our support operation better and more scalable.
Leading, coaching and developing a direct team of service executives
Exceed the KPI’s related to both our Customers as Internal stakeholders in terms of productivity, quality assurance, recruitment, attrition and employee satisfaction.
Know the Impraise platform inside out and making sure the team is aware of updates of the platform of our ever evolving environment.
Aligned with the Impraise values, you will operate as a strong collaborator with a true customer focus, constantly willing to achieve new milestones with your team.
While you are hiring this amazing team of miracle workers, you will be answering our customers yourself, which will help you to understand the details of the work you’re team will be doing.
Who are you?
You are fluent in English and preferably also speak a second language.
You are passionate about finding answers that don’t necessarily want to be found. Like a true investigator you will find the answers to keep the delicate balance between customer needs and business priorities.
You have experience in setting up a framework to measure Service Level Agreements (SLA’s) and clear ideas on how to establish SLA’s.
You have experience as a people manager in a customer service or contact centre environment;
Having experience in servicing customers who use a Software as a Service (SAAS) is preferred.
You have experience in creating flow charts to map scalable standard operational procedures.
You have worked with a ticketing system for customer queries before
You’re not afraid to roll up your sleeves and get the job done.
A strong understanding of contact centre KPIs/OKR’s is required. It will be a balancing act between online chat, tickets and phone calls.
You have worked in a fast paced tech environment before and feel excited about the thought of having to create structure.
You can motivate others and have the ability to engage all types of people
You do not fear picking up the phone.