Client Care Lead

We are seeking a highly skilled and detail-oriented Customer Support Team Lead to lead our support operations. This role is responsible for managing ticket workflows, ensuring adherence to client SLAs, leveraging analytics for reporting, and facilitating collaboration across internal teams. The ideal candidate will be an expert in JIRA Service Management and possess strong leadership and analytical skills to drive efficiency and improve customer satisfaction.

Key Responsibilities:

• Ticket Management: Oversee ticket triage, dispatch, escalation, follow-up, and resolution to ensure timely and effective customer support.

• SLA Compliance: Maintain expertise in client SLAs, ensuring all support activities align with service commitments and contractual obligations.

• Data Analysis & Reporting: Provide in-depth analysis on ticket volume, status conversions, and resolution time to drive process improvements.

• Cross-Department Collaboration: Identify and escalate feature enhancements or change requests, highlighting opportunities for Statements of Work.

• JIRA Service Management Administration: Responsible for JIRA Service Management, ensuring optimal configuration, workflow efficiency, and user access.

• Performance Reporting: Utilize analytics tools to generate and distribute weekly reports measuring support performance against client SLAs.

• Client Interaction: Engage directly with clients for ticket escalations, follow-ups, and service improvement discussions.

• Team Support & Prioritization: Assist the support team in ticket prioritization and management, ensuring workloads are balanced and SLAs are met.

• Client Meetings & Ticket Reviews: Play an active role in regular client support meetings, to align on priorities and ensure client satisfaction.

Requirements

• Proven experience in customer support management, preferably in a SaaS or technology-driven environment.

• Strong expertise in JIRA Service Management administration.

• Demonstrated ability to analyze support data and generate meaningful insights.

• Experience working with client SLAs and ensuring compliance.

• Excellent problem-solving and escalation management skills.

• Strong communication and interpersonal skills to collaborate with internal teams and external clients.

• Ability to lead and mentor a support team to drive efficiency and performance.

• Technology Qualifications: Proficiency in SQL, JavaScript, and C#.

If you are passionate about customer support, process optimization, and data-driven decision-making, we encourage you to apply and join our dynamic team.