Customer Support Team Lead

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation in APAC markets and enhance their CX with mission-critical cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity and global reach to serve the diverse needs of enterprises operating regionally.

As we continue creating momentum for our products in the APAC region and helping customers with their communications needs, we are looking for a Customer Support Team Lead to ensure the high quality and reliability of our cutting-edge contact center and unified communication platforms, and contribute to the seamless delivery of exceptional customer experiences.

Want to be part of our journey?

**What would you be doing?**
- Lead and manage a team of customer support executives, providing coaching, mentoring, and performance feedback to drive individual and team success.
- Ensure timely and effective resolution of customer issues by providing hands-on support, guidance, and escalation management as needed.
- Collaborate with cross-functional teams, including product development, engineering, and sales, to ensure a seamless customer experience and effective issue resolution.
- Develop and refine customer support processes and procedures to improve efficiency, productivity, and customer satisfaction.
- Identify areas for improvement in the customer support workflow and implement strategies to enhance response times, issue resolution, and overall support quality.
- Monitor and analyze key performance indicators (KPIs) related to customer support, such as ticket response and resolution times, customer satisfaction scores, and team productivity.
- Create and maintain a comprehensive knowledge base and documentation library to facilitate efficient issue resolution and enable self-service options for customers.
- Stay updated on industry trends, best practices, and emerging technologies in customer support to drive continuous improvement and innovation.
- Collaborate with the product development team to provide feedback and insights on customer pain points, feature requests, and product enhancements.
- Work with relevant stakeholders to develop and deliver technical training programs for the support team to enhance their product knowledge and troubleshooting skills.
- Cultivate a customer-centric culture within the support team, emphasizing empathy, professionalism, and a commitment to exceeding customer expectations.

**We would love to hear from you if you have**:

- Bachelor's degree in a relevant technical field or equivalent practical experience.
- Proven experience in a support management role, preferably in a customer engagement tool or SaaS company.
- Excellent leadership and people management skills, with a track record of successfully leading and developing high-performing teams.
- Exceptional problem-solving and troubleshooting abilities, with the ability to analyze complex technical issues and provide effective solutions.
- Excellent written and verbal communication skills, with the ability to communicate technical information to both technical and non-technical audiences.
- Strong project management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
- Experience in developing and optimizing customer support processes, workflows, and knowledge base systems.
- Proficiency in using CRM software, support ticketing systems, and productivity tools.
- Customer-centric mindset with a focus on delivering outstanding support experiences.
- Ability to thrive in a fast-paced and rapidly evolving startup environment.

**What would you get?**
- Training and Development.
- Discretionary Yearly Bonus & Salary Review.
- Healthcare Coverage based on location.
- 20 days Paid Annual Leave (excluding Bank holidays).

**If you would love to experience working in a start-up growing at an accelerated speed, and you think you tick most of the requirements, join us