Senior Customer Service Representative

Senior Customer Service Representative

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 $67,000 - $80,000 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.