About the Support Lead role:

The Support Lead role will champion the client experience and ensure shoot success by proactively supporting production coordination, reviewing creative and production requirements, conducting pre-production calls, and confidently operating in the grey to make the best decision for the client even when an SOP doesn’t exist.

The soona Support Lead leads the customer support team and sets the standard for how we support our customers. This role requires excellent written and verbal communication, a client-first mindset, and the ability to lead by example every day.

This is a full time position that will report directly to the Chief of Staff, ideally located near a soona studio (Minneapolis, Denver, or Austin).

An ideal candidate can:

• Manage offshore and US-based support specialists, inclusive of coaching development and performance management

• Utilize all tools and resources available to ensure timely and accurate responses to client inquiries

• Have and maintain a strong knowledge of all soona capabilities

• Provide strong customer support while listening, eliciting information efficiently, comprehending, and resolving complex client issues

• Evaluate risk and identifies operational efficiencies and areas of improvement

• Be comfortable operating in the grey areas and knowing when the make the right decision for the client even when we don’t have an exact SOP

• Handle escalations and follow ups required for customers to have a 5-star soona experience

• Write standard operating procedures and training material for support and cross functional teams

• Assist with onboarding and training new soona support specialists

• Coordinate key production details such as scheduling support, booking audits, and ensuring clients have a seamless experience that drives repeat business

• Support leadership with key initiatives as needed

Has experience in:

• Coaching with a customer service mindset

• Team management

• Verbal and written communication

• Photography and video production (bonus)

• Leading by example when interacting with customers and internal stakeholders

• Live-chat platforms
  

We can offer:

• Strong starting salary: $70,000-$85,000.00

• Benefits & perks + unlimited pto + intentional culture

• Really badass headshots

Department

Operations

Role

Support Specialist

Locations

Austin, Denver, Minneapolis

Remote status

Hybrid

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