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Team Lead, Customer Support - Remote

Posted 4 days ago
Customer Service
Full Time
Canada

Overview

Procurify is looking for a tech-savvy, empathetic Team Lead, Customer Support who is passionate about both customer experience and building high-performing support teams.

In Short

  • Lead and support a team of Technical Support Advocates.
  • Own and resolve high-impact escalations.
  • Motivate and inspire the team to meet KPIs.
  • Support inbound technical inquiries via chat, email, and video calls.
  • Ensure end-to-end issue resolution.
  • Act as a customer advocate.
  • Identify, reproduce, and document bugs.
  • Develop team expertise on Procurify’s features.
  • Contribute to and manage knowledge base.
  • Lead internal projects to improve customer experience.

Requirements

  • 3+ years in a technical customer-facing role.
  • Experience in B2B SaaS companies.
  • Experience in startup environments.
  • Proven ability to troubleshoot web and mobile applications.
  • Natural communicator for technical concepts.
  • Inherently curious and passionate about systems.
  • Strong advocate for customers.
  • High emotional intelligence.
  • Experience motivating a team to meet KPIs.

Benefits

  • Flexible working hours.
  • Unlimited responsible time off.
  • Extended health benefits.
  • Community initiatives.
  • Stock options.
  • DEI initiatives.
Procurify logo

Procurify

Procurify is an innovative, AI-enhanced procurement and accounts payable automation platform designed specifically for mid-market organizations. With a mission to modernize spend management, Procurify empowers businesses to take control of their spending and optimize purchasing workflows. Trusted by hundreds of companies across various industries, including biotechnology, education, healthcare, manufacturing, and software, Procurify manages over $30 billion in spend. The company is remote-first and values personal and professional growth, offering flexible working hours, a four-day workweek, and a range of employee benefits. Recently, Procurify secured $50 million in Series C funding to enhance its core offerings and expand its capabilities, ensuring a cutting-edge procure-to-pay experience for its customers.

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