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Job Description

Job Overview

The Product Support Lead is responsible for providing exceptional service to our customers. In this role, you will conduct ongoing product support, collaborating with cross-functional teams to escalate and resolve issues when necessary. Additionally, you will play a critical role in streamlining (and automating when possible) common support requests.

Essential Functions:

As the Product Support Lead, you will:

• Answer client inquiries through chat, email, and phone where necessary.
• Identify, evaluate, log and prioritize customer issues to ensure that they are resolved appropriately and within SLAs; escalating technical issues when needed.
• Troubleshoot complex system-to-system communication issues as they come up, working closely with our partners; Identify patterns and find efficiencies to reduce the occurrence of these cases.
• Create and maintain AI chat flows that enable a high rate of support resolutions without requiring manual contact.
• Continually update knowledge base as we see support ticket patterns, including frequently asked questions, troubleshooting guides, and best practices.
• Develop and maintain product support & escalation processes and documentation to ensure efficient and consistent delivery of support services.
• Monitor and report customer support metrics to the Product Lead on a periodic basis; Proactively address issues that are identified.
• As support volume increases, build and lead a support team that is trained on customer support processes and product features to ensure consistent delivery of support services.
• Identify high-frequency/high-impact support trends and recommend/advocate for immediate-term and longer-term solutions to streamline support requests

PM22

Competencies and Criteria for Success as the Product Support Lead

Required Education and Experience

• 5+ years of relevant product support experience, preferably for SAAS products
• Bachelor's degree in computer science, engineering, statistics, or related quantitative field.
• Demonstrated ability to develop and improve customer support processes and documentation.
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills with the ability to communicate complex technical information to non-technical audiences.
• Ability to identify and resolve complex technical issues and work collaboratively across cross-functional teams.
• Ability to collaborate well across teams.
• Experience with ZenDesk highly preferred.

Job Specific Competencies:

• Friendly
• Curious
• Organized
• Articulate
• Expediate
• Team Oriented
• Resilient

Do you have the X-Factor? We look for Xceptional people to join our team.

• Team Player: Are you a joiner? Are you comfortable working outside of the boundaries of your job description to support the company and team?
• Respected: Do you value integrity and display leadership qualities? Are you trusted to represent the brand well?
• Judiciously Courageous: Are you courageous enough to judiciously speak up?
• Composed: Are you composed, respectful, and calm? Do you value outcomes over output?
• Accountable: Do you own your work, your decisions, and the outcomes – good or bad?
• No Ego: Are you confident without having an ego? Would people say you are an active listener? Do you delegate where necessary, knowing that you can't possibly know it all?
• Builder Mindset: Do you have an open mindset? Would you consider yourself a strategic doer?
• Focused: Do you easily differentiate between real problems and background noise?

Additional Details

Position Type: Full-Time

Classification: Exempt

Category: Functional Lead

Level: Manager

Supervisory: Yes

Travel: Rare

About CreditXpert Inc.

What makes CreditXpert an Employer of Choice

• Meaningful Mission!
• Creative, Performance Driven Culture
• Great Healthcare Benefits - most are 100% company paid
• Generous Paid Leave
• Hybrid Environment and Flexibility to work remote
• Stellar Workspace - great location/hassle free parking
• Professional Development and Tuition Assistant - we truly value continuous improvement and want to support your journey

Who we are

CreditXpert Inc. is a successful software company that enjoys the freedom to chart its own path. Our team is a small, close-knit community, where each person can make a big impact. We are nimble and have thrived for over 20 years in the midst of constant industry and regulatory upheaval. We believe in using our talents to make a positive impact on the world by improving the financial lives of Americans. As lifelong learners, we have a passion for change and we constantly adapt everything (our business, internal processes, tools…).

We enjoy a wide diversity of backgrounds and opinions, which can lead to passionate debates. We wear multiple hats, often stretch beyond our comfort zone, and see failure as an opportunity to learn. We have fun inventing advanced analytical solutions and creating great user experiences.

What we do

In 2000, we started a revolution by exposing the inner workings of the credit scoring industry to consumers, pioneering a new industry. Millions of people have been using our tools to take control of their credit life, gain access to better loans, and save money. More recently, we enabled the mortgage origination industry to replace guesswork with technology when trying to improve credit scores. As a result, more consumers now qualify for a mortgage at a good rate, and thousands of loan officers, mortgage lenders and other businesses can better serve their customers.

Benefits

We strive to create a great experience for our team, not just our customers. We want everyone to be excited about their work, fulfilled and worry-free. That's why we offer lots of autonomy, support, and the flexibility you need to balance your life. Our compensation and benefits package ensures that you can focus all your energy on creating value for our customers and the company.

Our benefits include a flexible and hybrid work environment, open PTO, performance based annual bonuses, company contribution to 401(k), insurance (medical, dental, vision, ST/LT disability, life), HSA and FSA.

Work Environment

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, and shared digital files.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position. Duties, responsibilities and activities may change at any time with or without notice.

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