Description review
XTN-84F1367 | EMAIL SUPPORT TEAM LEAD
KMC Solutions Inc · United States · back to the listing
HR standards
53/100
needs work
Title ↔ description
80/100
solid
Reads as
Customer Support
100% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
Large employers
- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 16 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
- No location or timezone policy stated, so a candidate cannot tell where they may work from. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
You have a unique opportunity to join a world-class support team as we grow our footprint and scale globally. Our client enables teams to move work forward and User Operations (UO) is dedicated to quickening that pace. We’re here to maximize clarity in our customers' work and to help them get the most out of our client’s work management product.
We're looking for an empathetic and creative problem solver to join our User Operations team. You will become a product expert in Asana and a savant of productivity. You’ll help customers with questions, feature requests, and bug reports. You'll educate them about best practices and help them navigate our product. Armed with this experience, you’ll be a liaison between the product team and our customers.
As a team lead, you will become an expert in the day to day work eventually transitioning into coaching/mentoring a team around you as you focus on accomplishing our KPIs. We are looking for someone to not only guide the agents in the work but also reviewing and providing feedback to have top notch quality responses and customer interactions.
What you'll achieve
• Become a product expert in Asana
• Help customers with questions, feature requests, bug reports, and educate them about the best practices for using Asana with a team
• You’ll bring a critical eye to each support interaction, always looking for efficiency and customer experience improvements to help us improve our operations as the business continues to grow
• Technical and pragmatic focus on customer support
• Be a liaison between the product team and our customers
• Become a team lead and learn to coach/mentor a team
About you
• 5-7+ years in a customer support role
• 3-4+ years of experience in leading customer support teams, ideally in SaaS or consumer tech
• Ability to coach to strong performance while holding teams accountable to high expectations
• Natural troubleshooting skills and strong technical aptitude
• Excellent written and verbal communication skills in English
• Genuine passion for making customers feel happy and understood
• Tenacious work ethic and relentless attention to detail
• Deep sense of empathy for technology users
• Customer support/service experience
• Proficiency with Asana and Zendesk a plus
Originally posted on Himalayas
We're looking for an empathetic and creative problem solver to join our User Operations team. You will become a product expert in Asana and a savant of productivity. You’ll help customers with questions, feature requests, and bug reports. You'll educate them about best practices and help them navigate our product. Armed with this experience, you’ll be a liaison between the product team and our customers.
As a team lead, you will become an expert in the day to day work eventually transitioning into coaching/mentoring a team around you as you focus on accomplishing our KPIs. We are looking for someone to not only guide the agents in the work but also reviewing and providing feedback to have top notch quality responses and customer interactions.
What you'll achieve
• Become a product expert in Asana
• Help customers with questions, feature requests, bug reports, and educate them about the best practices for using Asana with a team
• You’ll bring a critical eye to each support interaction, always looking for efficiency and customer experience improvements to help us improve our operations as the business continues to grow
• Technical and pragmatic focus on customer support
• Be a liaison between the product team and our customers
• Become a team lead and learn to coach/mentor a team
About you
• 5-7+ years in a customer support role
• 3-4+ years of experience in leading customer support teams, ideally in SaaS or consumer tech
• Ability to coach to strong performance while holding teams accountable to high expectations
• Natural troubleshooting skills and strong technical aptitude
• Excellent written and verbal communication skills in English
• Genuine passion for making customers feel happy and understood
• Tenacious work ethic and relentless attention to detail
• Deep sense of empathy for technology users
• Customer support/service experience
• Proficiency with Asana and Zendesk a plus
Originally posted on Himalayas