Senior Customer Service Representative

Job Overview

Lean IT Corp is seeking an experienced and dedicated Senior Customer Service Representative to join our dynamic team. This is a Full-Time position based in Virginia Beach Virginia United States. At Lean IT Corp we are revolutionising the tech talent industry with our cutting-edge Lean AI platform which deploys and outsources AI-powered human tech talent to build or supplement expert teams. As a Senior Customer Service Representative you will be a key advocate for our clients ensuring they receive exceptional support and maximise the value of our innovative services. You will act as a mentor to junior team members and handle complex enquiries playing a vital role in maintaining our high standards of client satisfaction.

This role offers a competitive salary range of $670000 - $80000 per annum dependent on experience.

Responsibilities

• Serve as a primary point of contact for client enquiries providing timely and professional support via email phone and our platform.
• Manage and resolve complex customer issues and escalations with a high degree of autonomy and care.
• Develop a deep understanding of the Lean AI platform to provide expert guidance training and best-practice advice to clients.
• Mentor guide and support junior members of the customer service team to foster a collaborative and high-performing environment.
• Identify and analyse trends in customer feedback to collaborate with technical and product teams on platform improvements.
• Create and maintain support documentation including knowledge base articles and FAQs to empower both clients and internal teams.
• Monitor key performance metrics to ensure service level agreements are met and client satisfaction is consistently high.
• Contribute to the continuous improvement of customer service processes and procedures.

Qualifications

• Proven experience in a senior customer service or client support role preferably within a B2B technology or SaaS environment.
• Exceptional verbal and written communication skills with a talent for building strong client relationships.
• Excellent problem-solving negotiation and conflict-resolution abilities.
• Demonstrated experience in mentoring or leading junior team members.
• Proficiency in using CRM systems and other customer support software.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• A proactive client-focused attitude and a passion for delivering outstanding service.
• Familiarity with the recruitment or HR technology industry is highly desirable but not essential.

Benefits

• Competitive salary and benefits package.
• Comprehensive health dental and vision plans.
• Generous paid time off and holiday entitlement.
• Opportunities for continuous professional development and career progression.
• A supportive innovative and forward-thinking company culture.
• Access to cutting-edge technology and a chance to make a real impact in a growing company.