Support Lead

We are seeking a Support Team Lead to join our growing Delivery team. The Support Team Lead will be instrumental in building and managing a top-notch support function, reporting to the AVP of Delivery. You will ensure we provide exceptional customer service, resolve technical issues, and assist customers in getting the most out of our platform. Your role will involve setting up support processes, tracking and analyzing support data, and collaborating with cross-functional teams to drive product improvements based on customer feedback. You thrive in a startup environment and excel in a fast-paced setting. You are passionate about delivering outstanding customer support and enjoy mentoring and leading a team. Your communication skills are exceptional, and you have a keen eye for detail. You are self-motivated, adept at time management, and resourceful in solving complex issues. How will you contribute? Serve as a strategic leader within the Customer Success team, ensuring our support strategy is aligned with the strategic vision of the company. Develop a best-in-class technical support team Establish and maintain support processes and workflows to streamline issue resolution. Implement a comprehensive support knowledge base with AI-enhanced workflows. Track and analyze support metrics and customer feedback to drive improvements in our product and service. Negotiate with and persuade Product and Development teams to swiftly resolve technical issues and optimize the user experience. Provide hands-on support for complex customer inquiries including technical troubleshooting and investigation of the issues, to provide as much info as possible to the engineering teams Train support specialists on product knowledge and customer service best practices. Advocate for and ensure the prompt resolution of customer inquiries and issues to their satisfaction. Proactively identify areas for process improvement and implement necessary changes. Serve as a point of escalation for challenging customer issues. Develop and maintain a knowledge base and self-help resources for customers.

Eleos is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. Or simply put, we want to give clinicians the support they need to do the important work only they can do.