Customer Support Team Lead

Dynamo Software is a leading global FinTech Research and Portfolio Management SaaS provider offering an industry-tailored, highly configurable SaaS platform solving challenges across the alternative investment landscape. For more than 20 years, the Dynamo platform has improved the productivity of fundraising, deal, research, investor servicing, portfolio management, and compliance teams worldwide. Collectively, Dynamos 1,000 clients manage over $10 trillion in assets. Backed by the largest Private Equity firms in the world Blackstone Growth and Francisco Partners, Dynamo is seeking to grow our team based on rapidly increasing demand for our financial technology solutions.

Role Overview: The Customer Support Manager/Team Lead is responsible for overseeing and managing the daily operations of the US Technical Support team of Dynamo. This includes ensuring excellent customer service is delivered, supervising support team members, handling escalated issues, developing processes and strategies for improved customer experiences, and collaborating with other departments to resolve issues efficiently. The role requires a strong leader with excellent communication, problem-solving, and managerial skills to maintain a high level of customer satisfaction.

Responsibilities & Requirements:

1. Team Management:

• Lead, mentor, and coach a team of customer support representatives.
• Conduct performance reviews, set goals, and provide ongoing feedback to ensure team growth and achievement.
• Recruit, hire, and train new customer support staff members.
• Organize regular team meetings to discuss performance, challenges, and share updates.

2. Customer Service Excellence:

• Lead by example - provide timely, friendly, and efficient support to clients via our web-based helpdesk system.
• Achieve in-depth knowledge of Dynamo product.
• Monitor customer inquiries and ensure timely and accurate responses.
• Handle complex or escalated customer complaints, resolving issues to the customers satisfaction.
• Develop and implement customer service policies, procedures, and best practices.

3. Process Improvement:

• Analyze customer feedback and service metrics to identify trends, pain points, and areas for improvement.
• Suggest and implement changes to improve customer support processes and overall customer experience.

4. Performance Management:

• Track and report on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT).
• Ensure that support targets and service level agreements (SLAs) are met consistently.
• Implement strategies to improve team productivity and efficiency.

5. Cross-Department Collaboration:

• Collaborate closely with internal client-facing teams to improve processes.
• Collaborate with Product and R&D teams to address system issues.

What you bring:

• Strong leadership and team management skills.
• Excellent problem-solving and conflict resolution abilities.
• Excellent written and spoken communication skills in English.
• Strong technical aptitude paired with problem-solving and analytical skills.
• A basic understanding of finance and investing.
• Proficiency in MS Office products and support helpdesk systems (Zendesk, Freshdesk, etc.)
• Experience with CRM/ERP systems
• A collaborative team spirit and an initiative-taking attitude.
• 3 years of experience in Customer Support, or Account management position, with at least 18 months in a supervisory or managerial role

What We Offer:

• The ability to have an IMPACT. Great ideas come from everybody in our organization. We are agile enough to embrace new ideas and new directions.
• A very attractive work culture in an established technology company. We take pride in our work and people.
• A competitive base salary, performance bonus, 401k matching, & excellent benefits.
• The right candidate will have the opportunity to interact with all facets of our growing company and to define his or her own career track.

Dynamo Software, Inc. is an equal opportunity employer. All employment decisions and personnel actions at the Company are administered without regard to race, color, religion, creed, national origin, ancestry, sex, age, qualified mental or physical disability, sexual orientation, gender identity, genetic carrier status, any veteran status, any military service, any application for any military service, or any other category or class protected by federal, state or local laws. All employment decisions and personnel actions, such as hiring, promotion, compensation, benefits, and termination, are and will continue to be administered in accordance with, and to further the principle of, equal employment opportunity.