Lead- Customer Support

We are looking for an experienced Customer Support Lead who has worked in B2B SaaS or the rewards, incentives, or engagement or loyalty industry. In this role, you will lead a team of support specialists, ensure exceptional customer experience, and enhance support processes to drive high customer satisfaction and retention. If you excel in problem-solving, team leadership, and handling complex customer scenarios, we would love to hear from you.

Responsibilities

• Lead and manage a team of customer support specialists handling B2B clients across our loyalty product suite
• Serve as an escalation point for complex customer issues; ensure timely and accurate resolution.
• Monitor critical SLAs, response times, resolution metrics, and customer satisfaction scores.
• Drive continuous improvement by analyzing support trends, customer feedback, and data insights.
• Collabora...