Customer Support Automation Manager for a PLG SaaS Product Company in TimelinesAI

Our ProductWe are a remote-first SaaS company focused on delivering a shared inbox and integrations platform for WhatsApp. Our solution helps businesses improve customer communication in WhatsApp and optimize workflows through automation and seamless CRM integration. As a product-led growth (PLG) company, we focus on providing great user experiences to drive adoption and retention. Role OverviewWe are looking for a Customer Support and Automation Team Lead to join our team. In this role, you will be hands-on in managing customer interactions, streamlining processes, and enhancing support efficiency through automation. You will work closely with customers across various regions, including Latin America, Western Europe, the Middle East, and Southeast Asia, to provide reliable support and ensure smooth operations. This role is ideal for someone with experience in PLG SaaS support, a strong understanding of automation tools, and a collaborative leadership approach. Key ResponsibilitiesCustomer Support Operations:Respond to customer inquiries related to quotes, subscriptions, and payments.Resolve product-related questions and technical issues, escalating to developers when needed.Conduct live demos, customer onboarding sessions, and troubleshooting calls via Zoom in collaboration with the product and marketing teams.Automation and Process Optimization:Implement and optimize workflows using automation tools to improve team productivity.Track key performance indicators (KPIs) and present performance insights to stakeholders.Collaborate with contractors and external teams on automation tasks.Team Support and Coordination:Manage team schedules and adjust workloads during team absences to maintain coverage.Ensure clear process documentation and uphold quality in complex support scenarios.Documentation and Knowledge Base:Maintain and improve customer-facing documentation to ensure it is accurate and helpful. RequirementsRequired Experience:A minimum of 3 years of customer support experience, including at least 1 year in a PLG SaaS company.Experience applying ChatGPT or similar LLMs to solve job-related challenges.Technical Skills:Proficiency in using automation platforms (e.g., Zapier, Make, Customer.io) to enhance workflows.Experience working with CRM systems (e.g., Pipedrive, Zoho, HubSpot).Proficiency in using Chrome Browser.Soft Skills:Excellent verbal and written English communication skills.Strong organizational abilities, self-sufficiency, and a proactive approach to problem-solving.Availability:Able to work Monday to Friday during core hours of 7 AM to 1 PM UTC. How to ApplyTo help us understand your fit for this role, please include the following in your application:A summary of your experience in a PLG SaaS company, highlighting your role and key responsibilities.Examples of how you have used automation to enhance customer support processes. We provide a supportive remote work environment that encourages collaboration, professional growth, and impactful contributions. Our team members enjoy flexibility and autonomy in their roles, contributing to a culture driven by innovation and a commitment to redefining customer support.Show more Show less Position level Senior secondary level Type of employment Contract employment Industries Software development