Customer Support Lead

Contract Logix is looking for an experienced high-energy, self-starting individual to develop, lead, and grow our Customer Support Team. You will lead the expansion and evolution of our Customer Support program to support our growing customer base. We are looking for a lead who loves to solve problems and is also skilled in developing programs and processes to help resolve issues faster and delight customers. While we welcome candidates from any part of the United States, this person will need to cover our Support hours from 8am – 6pm Eastern time.

Responsibilities:

  • Evolve Customer Support programs, processes, and content needed to support the programs
  • Plan and implement customer support strategy, whilst leading by example and providing 1st class Customer Support
  • Employ your problem-solving skills to triage and solve customer issues
  • Serve as a point of internal escalation to drive customer issues through the escalation process within the organization.
  • Create and improve documentation to help users help themselves by executing customer support SOPs and Runbooks for customer issue remediation.
  • Overseeing and evaluating the team’s ongoing training efforts.
  • Measure and enhance customer experience, with data-driven decisions and tracking KPIs for customers and internal team.
  • Institute and develop support dashboards and operational metrics by leveraging CRM, Support systems, and DevOps systems, with a focus on customer and product metrics.
  • Assess key Support statistics and prepare weekly detailed reports on the findings.
  • Interface with Engineering, Product Management, and Customer Success teams to provide a feedback loop that includes repeatable processes in the form of use case feedback for implementation of in-product self-help tools, customer insights, support knowledgebase, and quality improvements.
  • Evaluate, recommend, select, and implement appropriate Customer Support tools and systems in support of the program.

Qualifications:

  • At least 3 years of experience in Customer Support in a SaaS organization
  • Strong problem solving and critical thinking skills
  • Technical acumen such that it benefits the support your customers receive and complements our internal technical teams
  • Superior written and verbal communication skills
  • Ability to thrive in a small, fast-paced organization
  • Experience in working with Customer Support systems such as Zendesk, JIRA or similar
  • Bachelor’s degree or equivalent career experience
  • Bonus points: Experience implementing Net Promoter Score (NPS) methodology and/or tools

About Contract Logix

Contract Logix is a longtime leader, innovator, and provider of intelligent contract lifecycle management software. The company’s software empowers legal, administration, IT, procurement, finance, and sales professionals across dozens of industries to draft, negotiate, approve, execute, and manage their contracts. Hundreds of brands have partnered with Contract Logix to automate their contracting processes while minimizing risk, increasing compliance, and driving profitability.

For more information about Contract Logix, visit www.contractlogix.com and follow us on LinkedIn.

Submit Your Resume.

Either Email your resume and cover letter to careers@contractlogix.com (be sure to indicate the position for which you are applying), or complete the form below.