Lead Quality Support - Baltimore, MD, United States - CreditXpert

Description

The Product Support Lead is responsible for providing exceptional service to our customers.

In this role, you will conduct ongoing product support, collaborating with cross-functional teams to escalate and resolve issues when necessary.

Additionally, you will play a critical role in streamlining (and automating when possible) common support requests.
As the Product Support Lead, you will:

• Answer client inquiries through chat, email, and phone where necessary.
• Create and maintain AI chat flows that enable a high rate of support resolutions without requiring manual contact.
• Continually update knowledge base as we see support ticket patterns, including frequently asked questions, troubleshooting guides, and best practices.
• Develop and maintain product support & escalation processes and documentation to ensure efficient and consistent delivery of support services.
• Monitor and report customer support metrics to the Product Lead on a periodic basis; As support volume increases, build and lead a support team that is trained on customer support processes and product features to ensure consistent delivery of support services.
• Identify high-frequency/high-impact support trends and recommend/advocate for immediate-term and longer-term solutions to streamline support requests

Competencies and Criteria for Success as the Product Support Lead
5+ years of relevant product support experience, preferably for SAAS products

• Bachelor's degree in computer science, engineering, statistics, or related quantitative field.
• Demonstrated ability to develop and improve customer support processes and documentation.
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with ZenDesk highly preferred.

Are you comfortable working outside of the boundaries of your job description to support the company and team?

• Respected: Do you value integrity and display leadership qualities? Are you trusted to represent the brand well?
• Position Type: Full-Time

Travel:
Rare

Creative, Performance Driven Culture

• Hybrid Environment and Flexibility to work remote
• Professional Development and Tuition Assistant - we truly value continuous improvement and want to support your journey

CreditXpert Inc. is a successful software company that enjoys the freedom to chart its own path. Our team is a small, close-knit community, where each person can make a big impact. We are nimble and have thrived for over 20 years in the midst of constant industry and regulatory upheaval.

We believe in using our talents to make a positive impact on the world by improving the financial lives of Americans.

We enjoy a wide diversity of backgrounds and opinions, which can lead to passionate debates. We have fun inventing advanced analytical solutions and creating great user experiences.

In 2000, we started a revolution by exposing the inner workings of the credit scoring industry to consumers, pioneering a new industry.

Millions of people have been using our tools to take control of their credit life, gain access to better loans, and save money.

More recently, we enabled the mortgage origination industry to replace guesswork with technology when trying to improve credit scores.

As a result, more consumers now qualify for a mortgage at a good rate, and thousands of loan officers, mortgage lenders and other businesses can better serve their customers.

That's why we offer lots of autonomy, support, and the flexibility you need to balance your life.

Our benefits include a flexible and hybrid work environment, open PTO, performance based annual bonuses, company contribution to 401(k), insurance (medical, dental, vision, ST/LT disability, life), HSA and FSA.

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and shared digital files.