Role Mission
The objective of the role is to ensure agile, empathetic, and highly effective support, guaranteeing that each customer receives efficient technical assistance and a positive experience in every interaction.
Main Responsibilities
Lead the management of highly complex cases and critical situations, ensuring agility, effective resolution, and the highest technical quality.
Serve as a mentor and technical reference for the team, contributing to training and professional development while promoting best practices in decision-making.
Analyze structural problems and propose continuous improvement solutions, working closely with Engineering and Product teams to optimize processes and reduce incident recurrence.
Act as a focal point of technical knowledge, ensuring standardization, depth, and excellence in all support deliverables.
Create, update, and refine technical materials and internal operating procedures to enhance the maturity and efficiency of the support function.
Required Qualifications
4+ years of professional experience in technical support roles.
Proven track record of positive impact on customer experience (CX).
Advanced and in-depth knowledge of the company’s product or service.
Advanced or fluent proficiency (spoken and written) in English and/or Spanish.
University degree (completed or in progress).
Specific certifications in Customer Experience (CX) or Technical Support.
Hands-on experience in designing and implementing process improvement strategies.
Knowledge and experience with the Zendesk platform.
Top Skills
What We Do
We connect people and companies in intelligent chat on the main messaging channels that sell, serve, solve and surprise. For this, we combine the best of technology and human knowledge in our company and on the Blip platform, always anticipating and creating trends.
Want to know more about Blip? Access our website!
