The mission at HeyGen is to make visual storytelling accessible to all. HeyGen is the fastest-growing generative AI platform for anyone who wants to create videos for their business. Come join our team in revolutionizing the way videos are created.
Learn more at www.heygen.com
Overview:
We are seeking a dynamic Support Lead to join our Customer Support team. This role is pivotal in solving advanced support tickets and leading a dedicated team of Level 1 (L1) agents. The ideal candidate will bring a proactive troubleshooting mindset and experience in customer service, using their skills to enhance our user support experience.
Responsibilities:
- Manage and resolve advanced support issues while providing expert guidance to our users.
- Lead, mentor, and oversee the daily operations of a team of L1 support agents.
- Develop and implement efficient processes to enhance team productivity and effectiveness.
- Monitor and report on key performance metrics to ensure targets are met and service levels are maintained.
- Collaborate with Level 2 (L2) agents to streamline support efforts and improve resolution times.
- Act as a point of escalation for complex support scenarios and guide agents through the resolution process.
Qualifications:
- Proven experience in customer support or a similar role, with a strong focus on service delivery.
- Proficient in basic troubleshooting techniques; no coding experience necessary.
- Familiarity with various platforms and the ability to quickly adapt to new technologies.
- Demonstrated ability to lead and inspire a team in a fast-paced environment.
- Strong communication and interpersonal skills, capable of fostering positive relationships with both team members and users.
- A service-oriented mindset with an emphasis on efficiency and problem-solving.
What HeyGen Offers
- Competitive salary and benefits package.
- Dynamic and inclusive work environment.
- Opportunities for professional growth and advancement.
- Collaborative culture that values innovation and creativity.
- Access to the latest technologies and tools.
HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.