Lead Support Engineer

Do you love helping customers succeed and building great teams?SovWare is hiring a Lead Support Engineer to build and lead our customer support team. If you’re a customer-focused leader who enjoys creating excellent experiences, we want to hear from you!No. of Vacancies: 1Salary: BDT up to 1,00,000 Job Location: 139, TPL Complex, SignboardKey Responsibilities:Provide live chat support, answer to the support tickets, and WordPress Repository in a clear and concise manner.Create and carry out customer success plans to improve satisfaction and keep customers loyalSatisfy users and convince them to purchase through top-notch pre-sales support.Build, lead, and train a high-performing customer success and support teamSet team goals and track important metrics like response time and customer satisfactionCreate a customer-first culture where the team focuses on helping customers succeedDesign clear processes and best practices that the team can easily followCheck team performance regularly and provide helpful feedbackFix WordPress problems like plugin conflicts and performance issuesWork closely with sales, marketing, product, and development teamsTest WordPress Themes and Plugins to find bugs and fix them in collaboration with the development team.Excellent communication skills with genuine passion for helping customersRequirements:At least 4 years of experience in customer success, customer supportProficient in written English and excellent communication skills.Solid understanding of WordPress Action/Hooks, PHP, HTML & CSS(Advanced), WordPress Theme or plugin Customization.Advanced debugging skills using browser inspection tools.Great knowledge of WordPress Themes and Plugins as we work with WordPress related products.Familiarity with support platforms (Zendesk, Intercom, HubSpot, Freshdesk, etc.)Participate in documentation writing and improvement.An ability to handle immense pressure and has a passion for solving complex issues.Calmness and a great sense of humor.A team player.Nice to Have:Bachelor’s degree in Computer Science, or related fieldCustomer Success certification or trainingPrevious work in a WordPress product companyExperience conducting customer training or webinarsKnowledge of customer journey mappingUnderstanding of product adoption and user engagementWhat We Offer:Yearly casual and sick leave.Paid leaves and bonuses for newly married members.Paternity and maternity leave with allowance.Free home-cooked breakfast, lunch, coffee, tea, and snacks.Annual retreat at least once.Very friendly and cozy workplace.2 festival bonuses.Performance bonus.Special Etekaf & Hajj LeaveFun and entertainment with sports like foosball, cycling, cricket, table tennis, etc.Yearly salary increment based on performance.Knowledge-sharing sessions on a regular basis.Other benefits as per company policies.50% of the total medical expenses each month.*Working Schedule:From 9:00 am to 5:00 pm (Sunday to Thursday).Friday & Saturday are holidays.Occasional flexibility is needed for customer emergencies and team coordination