Customer Support Lead 1

Revenue · (Remote), Ecuador
Department Revenue
Employment Type Full-Time
Minimum Experience Experienced

ABOUT US


Inspectorio is a cloud-based SaaS solution focused on creating a dynamic and risk-assessment based Quality and Compliance program with the goal of generating more sustainable and transparent supply chains.  Our network is a one-stop-shop platform where all key stakeholders in the production process can connect to execute, monitor, and report on Quality and Compliance activities.


Our products provide digitization, automation, transparency, and traceability, with a strong focus on advanced analytics & Machine Learning. This enables us to leverage customer data for predictive insights and dynamic risk-based interventions.


Founded in the United States of America in 2016, Inspectorio is headquartered in Minneapolis, with R&D labs in Minsk, Belarus, and Ho Chi Minh City, Vietnam in addition to offices in Hangzhou, China.


We are proud to provide our technology to world-leading retailers and brands around the globe such as Target, Kohl’s, Vera Bradley, G-III, Mango, and many others.


Get to know more about our world-class team and our company values by visiting our careers page at https://www.inspectorio.com/careers/

 

JOB SUMMARY

Customer Support Lead I will be mainly responsible for providing consultation and technical support to customers through online communication or telephone, and timely communicating with other teams (Product and Development team) about customer feedbacks so as to drive product development and innovation, which help to provide better services to customers.

 

RESPONSIBILITIES

  • Support user questions/concerns via email support and chat support channels
  • Escalate and follow-up on system issues/bugs until successful resolution
  • Field and communicate client feedback via Support channels to appropriate internal teams to help drive the user-centric evolution of Inspectorio
  • Collaborate with the Customer Success and Support Teams and across other teams (Product and Development team) to use customer feedback to drive product development and innovation.
  • Execute tasks according to defined processes and procedures consistently. 

 

REQUIREMENTS

  • At least 2 years in a customer-facing organization
  • Advanced English and Spanish (C1+, verbal and written)
  • Knowledge of Zendesk and/or any Support CRM tool is an advantage

 

COMPETENCIES

  • Excellent communication and presentation skills
  • Ability to analyze and utilize data to drive insights related to the product, user education, and support improvements
  • Ability to make timely decisions and have sound judgment
  • Ability to collaborate within internal, cross-functional and cross-cultural teams (e.g. product management, other customer success team members, customer support, sales, and operations) to deliver effective solutions to customers
  • Strong individual contributor with a commitment to the customer
  • Very organized and structured thinking for planning and execution purposes
  • Forward-thinking to implement creative ways to solve complex customer challenges

 

 

Position type/expected hours of work

This is a remote and full-time position. Work Schedule may rotate between 8:00 AM to 5:00 PM and 11:00 AM to 8:00 PM CT

This position may also require to cover support operations hours during public holidays and extend shift coverage when needed.

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  • Location
    (Remote), Ecuador
  • Department
    Revenue
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced