Customer Support Lead

About Us

SignWell is a leading e-signature software provider, committed to making document signing easy, fast, and secure for businesses of all sizes. Our platform is designed with simplicity and user-friendliness in mind, offering an affordable and efficient solution for electronic signatures. We pride ourselves on exceptional customer service, and we are expanding our support operations to better serve our growing customer base in North America and around the world.

Position Overview

We are seeking an experienced and dynamic Customer Support Lead to help build and lead our customer support organization in either Mexico or Costa Rica. This role is crucial in establishing a strong support presence in the region and ensuring that our customers receive top-tier service. The ideal candidate will have a proven track record in customer support, with experience in team building and management, and a deep understanding of customer service best practices.

Key Responsibilities

• Team Building & Leadership: Recruit, train, and lead a team of customer support representatives to deliver exceptional service to SignWell’s customers.

• Support Strategy Execute: Implement a comprehensive customer support strategy that aligns with SignWell’s business goals and customer needs.

• Customer Experience Management: Oversee the day-to-day operations of the support team, ensuring high levels of customer satisfaction and quick resolution of issues.

• Process Improvement: Identify opportunities to improve support processes and tools, driving efficiency and effectiveness in customer interactions.

• Quality Assurance: Establish quality standards for customer interactions, monitor performance, and provide feedback and coaching to team members.

• Collaboration: Work closely with other departments (e.g., Product, Sales, Marketing) to ensure a seamless customer experience and to escalate issues when necessary.

• Reporting & Analytics: Track and analyze key support metrics, reporting on team performance, customer satisfaction, and areas for improvement.

• Localization: Tailor support practices to meet the cultural and language needs of customers in North America while maintaining SignWell’s global standards.

Qualifications

• Experience: 5+ years of experience in customer support, with at least 2 years in a lead role. Experience in SaaS or tech companies is highly desirable.

• Language Skills: Fluent in English and Spanish, with excellent written and verbal communication skills in both languages.

• Cultural Understanding: Deep understanding of North American business practices and customer expectations, with the ability to align support services accordingly.

• Leadership: Proven ability to build, manage, and develop a high-performing team in a remote or hybrid work environment.

• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.

• Tech-Savvy: Comfortable with technology and familiar with customer support tools such as CRM systems, helpdesk software, and analytics platforms.

• Adaptability: Ability to thrive in a fast-paced, evolving environment and to manage multiple priorities effectively.

Why SignWell?

• Impact: Be a key player in shaping the future of customer support at a rapidly growing company.

• Growth: Opportunities for professional development and career advancement.

• Culture: Join a supportive, collaborative, and innovative team that values work-life balance.

• Flexibility: Work remotely with the option to operate in a hybrid model depending on location.

SignWell asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact SignWell directly.