Customer Support for SaaS Companies

‍As a Customer Support Specialist at Leadbird, your role involves managing customer interactions, resolving issues, and ensuring our clients have an excellent experience with our SaaS offerings. This fully remote, full-time contract position offers the opportunity to work with successful B2B businesses worldwide.

About Leadbird

‍Leadbird is a B2B Lead Generation Agency that operates on a performance model, generating leads for clients who pay per lead. We prioritize long-term partnerships and strive to create a streamlined system that enables every team member to excel. With a 100% remote work environment, we offer top-of-market pay and bonuses based on performance.

About Our Clients

‍Our clients are growth-oriented, successful B2B businesses from various industries. They value their time and require a reliable lead generation partner that delivers results and generates a great return on investment (ROI).

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What We're Looking For

Customer Support Specialist's Mission

‍The mission of the Customer Support Specialist is to provide exceptional support to our clients, ensuring their issues are resolved promptly and effectively, and enhancing their overall experience with our SaaS solutions.

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What Makes You A Fit

• Proven experience in customer support, particularly in SaaS settings.
• Strong problem-solving skills and the ability to think on your feet.
• Ability to manage multiple client interactions simultaneously and meet response time targets.
• Excellent communication and interpersonal skills.
• Experience with customer support tools and software.
• Ability to work independently and as part of a team in a remote work environment.

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Responsibilities

As the Customer Support at Leadbird, your role involves managing and optimizing our customer support operations across Leadbird's SaaS portfolio. You will ensure that our customers receive exceptional support and have a seamless experience with our products.

This includes:

1. Customer Support Management:

• Oversee customer support operations across Leadbird's SaaS products.
• Manage and optimize the performance of the Customer Support Managers (CSMs).
• Ensure timely and accurate responses to customer inquiries.
• Implement strategies to improve customer satisfaction and retention.
  

2. Systems Checks:

• Perform daily system checks on Leadbird's SaaS portfolio to ensure all services are running smoothly.
• Identify and resolve any issues proactively.
  

3. Response Time and Quality:

• Monitor and manage CSMs' response times and the quality of their replies.
• Provide coaching and feedback to CSMs to enhance their performance.
  

4. Standard Operating Procedures (SOPs) and User Guides:

• Create and maintain SOPs and user guides for all SaaS products.
• Ensure documentation is up-to-date and easily accessible to both customers and internal teams.
  

5. Onboarding:

• Conduct onboarding calls with new SaaS customers to ensure a smooth transition and effective use of our products.
• Address any questions or concerns during the onboarding process.
  

6. Overall Customer Support:

• Provide exceptional customer support and act as an escalation point for complex issues.
• Analyze support trends and provide insights and recommendations to the leadership team.

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As Leadbird is a fast-growing startup, your responsibilities will vary over time, but these core responsibilities will remain the same:

Daily:

• Monitor and respond to customer inquiries.
• Perform system checks and resolve any issues.

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Weekly:

• Review and manage CSMs' performance.
• Prepare and analyze customer support metrics and trends.

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As Needed:

• Provide insights and recommendations to the leadership team.
• Conduct training sessions for CSMs to improve their skills and knowledge.
• Develop and update SOPs and user guides.
• Conduct onboarding calls with new customers.

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If you have a passion for helping clients succeed and thrive in a remote work environment, we'd love to hear from you! Join us at Leadbird and be part of a team that values excellence, collaboration, and continuous improvement.

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