Customer Support Team Lead (Medellín)

Job Overview

On behalf of Tipalti, SD Solutions is looking for a talented Customer Support Team Lead for their technical support team.

The Technical Customer Support Team Lead supervises an assigned Customer Support Engineer team, responds to the most complex escalated technical customer issues, and collaborates with leadership on department initiatives.

Responsibilities

• Providing supervision, coaching and training/professional development to the assigned team.
• Collaborating with teams across Customer Success, Product and Engineering on customer trends and product feedback.
• Owning team KPIs and being accountable for team results, progress on goals.
• Responding to complex escalated issues, categorized as Sev2/Red.
• Initiating, overseeing and collaborating on Support team projects and initiatives.
• Maintaining up-to-date knowledge on product updates and the product roadmap.
• Overseeing the develo...