Optomi, in partnership with a growing technology company, is looking for a Lead Customer Support Specialist to manage customer support operations and assist with technical issue resolution.
Position Summary: This role is critical to the organization as it involves managing the customer support hotline for a small but important customer base. The Lead Customer Support Specialist will troubleshoot technical issues, prioritize development hours for bug tickets, and ensure timely resolution of customer concerns. The position requires a friendly and approachable individual with a nominally technical background, capable of collaborating with the development team and supporting backend operations. Familiarity with tools like GitHub, Linear, Intercom, and Slack is essential. What the right candidate will enjoy:
- Working in a collaborative and youthful team environment
- Opportunities to manage and work closely with developers
- Flexibility to work remotely if needed
- Competitive salary with bonus potential
- A passing understanding of computer science and coding
- Experience troubleshooting technical issues and resolving customer concerns
- Familiarity with tools like GitHub, Linear, Intercom, and Slack
- Background in business analytics or similar field (preferred)
- Manage the customer support hotline and ensure accessibility for customers
- Troubleshoot and resolve technical issues, including bugs and unexpected system behavior
- Prioritize development hours for bug tickets based on customer needs
- Collaborate with the development team to support backend operations
- Ensure critical customer needs are met within tight deadlines
