RiskPod

1 Job

4 Employees

About the Company

Our aim is to become a recruitment agency who are globally recognised as a leader in our field and respected for how we treat people, how we deliver our services and for our work towards improving diversity within the Financial, Technology and FinTech sectors. Our focus is on FinTech, Capital Markets, Blockchain/Crypto, Data and exciting Technology (non-Financial Services) firms for roles in Sales, Product, Strategy, Technology, Data & Transformation.

Listed Jobs

Company Name: RiskPod
Job Title: Customer Support Specialist
Job Description: Job Title: Customer Support Lead Role Summary: Lead end-to-end customer support operations for a legal technology platform. Oversee a support team, develop scalable processes, resolve escalated client issues, and collaborate with cross-functional teams to enhance platform user experience and align support strategies with product development. Expactations: 4+ years of customer support in SaaS, Legal Tech, or Technology; 1-2 years in a team lead role; experience with ticketing systems (e.g., Zendesk, Intercom, Freshdesk); cross-functional collaboration skills; ability to manage complex client issues with problem-solving and empathy. Key Responsibilities: – Lead and coach customer support team, providing feedback and performance development. – Design and implement support workflows, documentation, and KPIs for operational efficiency. – Manage helpdesk operations to maintain response times and resolve client inquiries. – Escalate and resolve complex support issues directly with stakeholders. – Partner with Product and Engineering teams to integrate client feedback into product improvements. – Develop and maintain internal and client-facing support resources (e.g., knowledge bases, FAQs). – Analyze support metrics (CSAT, response time, resolution rate) and report insights to leadership. – Coordinate smooth customer onboarding and training processes. – Promote a client-focused culture by continuously refining support strategies. Required Skills: – 4+ years in SaaS, Legal Tech, or Technology customer support. – 1-2 years of leadership/team management experience. – Proficiency in support ticketing systems and customer success principles. – Strong communication with enterprise/professional clients. – Analytical problem-solving and empathy for complex issue resolution. – Cross-departmental collaboration (e.g., Product, Engineering). – Organizational accuracy and attention to detail. – Remote/distributed work environment adaptability. Required Education & Certifications: Not specified.