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Customer Support Team Lead

The Technical Customer Support Team Lead supervises an assigned Customer Support Engineer team, responds to the most complex escalated technical customer issues, and collaborates with leadership on department initiatives.

Who are Tipalti:
Tipalti is one of the most exciting fintechs in the world, our Series F funding raising $270 million - valuing us at over $8.3 billion. We are on a journey to transform financial operations for high-velocity organizations to rival those of the Fortune 5000.

You will be responsible:
- Providing supervision, coaching and training/professional development to the assigned team.
- Collaborating with teams across Customer Success, Product and Engineering on customer trends and product feedback.
- Owning team KPIs and being accountable for team results, progress on goals.
- Responding to complex escalated issues, categorized as Sev2/Red.
- Overseeing and collaborating on Support team projects and initiatives.
- Maintaining up-to-date knowledge on product updates and the product roadmap.




- Overseeing the development and maintenance of department documentation and training materials.
- Collaborating with leadership on department initiatives.

About You
- What you've learned:
- Bachelor's degree in a business-related field, or equivalent experience
- Your background includes:
- Proven deep experience of providing hands-on technical support.
- Experience providing training, mentorship and coaching to others.
- Experience in a SaaS and/or Fintech environment preferred.
- Experience in a project management role is helpful.
- Your skills include:
- Excellent written and verbal communication skills in English. Depending on the geographic location and business needs, may also require proficiency in the official language of the country or province.
- Ability to work in a fast-paced environment, managing multiple priorities with detail and accuracy.
- Excellent problem-identification and problem-solving skills.
- Extens

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at9o9

📌 Team Lead, Customer Support (Medellín)
🏢 Tipalti
📍 Medellín