Position: Customer Experience Technical Lead
Location: Remote
Employment Type: Fulltime
Technology / SaaS | Customer Experience | Support & Escalations
Job Summary
We are seeking a Customer Experience Technical Lead with 7-12 years of experience to lead technical support operations, customer escalations, and platform management within a SaaS environment. The ideal candidate will have expertise in CCaaS platforms (Cisco Webex Contact Center, Genesys Cloud), CRM systems (Salesforce, Zendesk), incident management, and API integrations while driving exceptional customer experiences.
Key Responsibilities
Lead Tier 3/Tier 4 technical escalations and major incident resolution.
Manage and optimize CCaaS platforms including Cisco Webex Contact Center and Genesys Cloud.
Administer CRM platforms such as Salesforce Service Cloud and Zendesk.
Perform root cause analysis (RCA) and drive continuous service improvements.
Monitor SLA, CSAT, FCR, and operational support metrics.
Collaborate with Engineering, Product, DevOps, and Customer Success teams.
Lead support automation initiatives using APIs, AI tools, and workflow automation.
Mentor support engineers and improve technical support capabilities.
Required Skills
CCaaS: Cisco Webex Contact Center, Genesys Cloud, Amazon Connect
CRM: Salesforce Service Cloud, Zendesk, Freshdesk
ITSM: ServiceNow, JIRA, Confluence, ITIL
Integrations: REST APIs, Webhooks, Postman
Scripting: Python, JavaScript
Analytics: Power BI, Tableau, Salesforce Dashboards
Incident Management & Escalation Handling
Qualifications
Bachelor's degree in Computer Science, Information Systems, or related field.
7-12 years in Technical Support, Customer Experience, or SaaS Operations.
Minimum 3 years in a Lead or Senior Support role.
Experience managing P1/P2 incidents and customer escalations.
Preferred Certifications
Cisco Customer Experience Specialist
Genesys Cloud Administrator/Developer
ServiceNow ITSM
ITIL 4 Foundation
Zendesk Certified Support Administrator
AWS Cloud Practitioner or Azure Fundamentals