Customer Support Leader - Remote

Overview

Axurians are innovators at heart, driven by a mission to make the internet safer for everyone. Our core values of putting the customer first, taking true ownership, and pursuing smart results define our unique culture. We offer a dynamic and flexible environment where creativity, maturity, and initiative are celebrated. As part of our global, world-class team, you'll collaborate across borders to deliver cutting-edge external cybersecurity solutions. Join us at Axur, where your ideas and expertise will shape the future of digital experiences.

In Short

• Ensuring high-quality service delivery and optimizing support processes
• Driving customer satisfaction
• Managing KPIs and analyzing support team performance
• Collaborating with Product, Customer Success, and Engineering teams
• Handling team management including hiring and performance evaluation
• Leading customer meetings and managing critical support cases
• Documenting processes for seamless customer service
• Managing the knowledge base for self-service support
• Overseeing crisis management requests
• Supporting initiatives that enhance customer-centricity

Requirements

• Experience in customer support or related field
• Strong organizational and communication skills
• Proactive attitude towards team management
• Ability to analyze KPIs and drive improvements
• Experience in collaborating with cross-functional teams
• Knowledge of process documentation practices
• Ability to manage critical support cases effectively
• Experience in knowledge base management
• Understanding of crisis management processes
• Commitment to enhancing customer-centric initiatives

Benefits

• Flexible working environment
• Opportunity to work remotely from anywhere in the world
• Inclusive hiring experience
• Support for necessary accommodations during the application process
• Collaboration with a world-class team
• Opportunity to shape the future of digital experiences