Customer Support Lead (Remote)

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world

About The Role

Customer Support Lead 1 (CSL I) will be the first line of support to take care of users who reaches out mainly via live chat. Additionally, all email and cyber correspondences are managed by the CSL I. In most occasions, they cover the Support Inbox as emails are expected to contain a degree of complexity for technical issues and a level of corporate proficiency for correspondences relevant to subscription and account management. Every CSL is also designated as a subject matter expert, being a peer mentor to his/her colleagues and an effective collaborator with other teams and stakeholders.

What You’ll Do

• Provide general product support for users who reaches out via email and live chat.
• Support on general troubleshooting steps with users and extend extra assistance to Customer Support Specialists; escalate incidents to appropriate teams or to next level tier.
• Manage feedback and user enhancement requests received through the support channels (email/chat) to make its way to appropriate teams and stakeholders.
• Be the Voice of the Customer and share valuable insights to the Customer Support Team and all other stakeholders relevant to the granular user activities and experience.
• Perform other tasks as maybe assigned by the Senior Customer Support Lead/s and/or by the Customer Support Manager.

Requirements

• Bachelor’s Degree from a College or University or at least 2 years University level with equivalent working experience.
• 3-4 years work experience in a customer facing role.
• At least 1 year experience of using any CRM Software (i.e. Zendesk, Siebel, Intercom, Hubspot, etc.)
• Flexible and amenable to work on any shifts at a given customer timezone. Willing to work on weekends and on holidays when business need may so require.

Qualifications

• Excellent English Communication skills, both verbal and written. Fluency to speak and write in another language is a plus.
• Ability to compose impeccable correspondences, putting complex and technical context into a simplified message.
• A self-starter who can work independently or collaboratively flexing to the need
• Ability to handle ambiguity, multiple competing priorities in a fast-paced environment
• Good time management and organization skills, can keep up with pressure and demands with grace and composure
• Data driven mentality with a bias towards thoughtful action
• Analytical, troubleshooting, and problem-solving abilities
• Passionate about accuracy, consistent process, and efficiency with personable approach in delivering solutions to customers.
• Enjoys mentoring others and loves to share ideas and expertise in putting up a best practice that can effectively support users.

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.
• 🏝️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you’re most comfortable.
• 💪 Project Ownership: You get to lead the initiatives you’re passionate about, professionally or socially.
• 🌱 Grow with us: We’re invested in your personal and professional development.
• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.
• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. “Good enough” is our enemy. We have a thirst and desire for knowledge. There’s always an opportunity to be better.
• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it’s uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we’re not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.