Account Manager/Team Leader (SaaS) – For Pooling

**Please ensure to review the expectations before submitting your application.**

Job Description:

We are seeking a highly motivated and experienced Account Manager/Team Leader (SaaS) – For Pooling to join our dynamic team. As the Account Manager/Team Leader (SaaS), you will play a key role in leading and managing our product support team to deliver outstanding support services to our clients. You will be responsible for ensuring timely resolution of product-related issues, maintaining high levels of customer satisfaction, and driving continuous improvement initiatives within the team.

Responsibilities:

Lead and manage a team of product support representatives, providing guidance, coaching, and support to ensure the team meets or exceeds performance targets.
Oversee the day-to-day operations of the product support team, including ticket management, prioritization of tasks, and allocation of resources.
Monitor team performance and productivity metrics, identify areas for improvement, and implement strategies to enhance efficiency and effectiveness.
Act as the primary point of contact for escalated customer issues related to the product, ensuring prompt resolution and effective communication with clients.
Collaborate closely with cross-functional teams, including product development, sales, and customer success, to address customer needs and drive product improvements. (external and internal)
Help develop and maintain product support processes, procedures, and documentation to ensure consistency and quality of service delivery.
Stay updated on industry trends, best practices, and emerging technologies related to SaaS products and product support services.
Foster a positive and collaborative team culture, promoting professional growth and development opportunities for team members.
Familiarity with Shopify platform and AWS services is a plus.
Assist in training support agents and provide ongoing coaching and mentorship.
Utilize customer success management (CSM) techniques to effectively communicate with enterprise clients, take ownership of their issues, and ensure timely resolution.
Requirements:

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Proven experience in a product support role, with at least 3 solid years of experience supporting SaaS products or cloud-based solutions.
Previous experience in a leadership or supervisory role, with demonstrated ability to lead and motivate a team to achieve goals.
Strong technical aptitude and troubleshooting skills, with proficiency in diagnosing and resolving product-related issues.
Excellent communication skills, both verbal and written, with the ability to interact effectively with clients and internal stakeholders.
Solid understanding of customer service principles and best practices, with a commitment to delivering exceptional customer experiences.
Experience working with help desk ticketing systems, CRM software, and other support tools.
Technical language proficiency in areas such as HTML, CSS, JavaScript, SQL, and API integrations.
Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities effectively.
Proactive and adaptable mindset, with a willingness to take initiative and drive continuous improvement initiatives.
Relevant certifications (e.g., ITIL, HDI, CompTIA) are a plus.
Note: This job posting is for pooling purposes. We are continuously accepting applications for future opportunities.

Salary: $1000 per month

Job Type: Full-time

Please share a link to your updated resume and a Loom video explaining why you are a good fit for this position.