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 $6=70,000 - $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.