Senior Customer Support Specialist providing exceptional customer support and processing analysis for clients in Guatemala. Assist with high escalations and create outstanding user experiences.
About the role
- Head of Customer Support leading a team to enhance customer experience using AI at GetAccept. Drive support success while collaborating with various departments.
Responsibilities
- Drive our AI journey: Shape how we use AI to make support faster and smarter, ensuring our customers always get the best help.
- Empower the team: Move our focus from repetitive tasks to complex problem-solving and coaching, helping the team grow along the way.
- Make self-service shine: Build a world-class knowledge base that helps customers find answers effortlessly.
- Be the voice of the customer: Use data and insights to work with our Product teams to improve the experience for everyone.
- Optimize our tools: Ensure our tech stack and workflows are simple, efficient, and supportive for both the team and our customers.
Requirements
- 5+ years of leadership experience within Customer Support, Technical Support, or Customer Success in a B2B SaaS environment
- Proven track record of implementing AI, ML, and/or automation workflows (e.g. chatbots, intent classification, generative AI for agents) with measurable impact on operational efficiency
- Demonstrated experience modernizing best practices while leading teams through significant change
- Deep understanding of multi-tier support models, knowledge management, and operational design for scale
- Fluency in English with excellent written and verbal communication skills. Proficiency in Swedish is considered a strong merit.
Benefits
- A strong, people-first culture: We celebrate inclusivity, collaboration, and continuous learning.
- Category leadership: Be part of the team defining the Digital Sales Room category and shaping how the world’s top revenue teams engage buyers.
- Global impact: Work with customers around the world and influence how they modernize their sales processes.
- A collaborative, high-energy environment: Join a group of passionate individuals who care deeply about customer outcomes.
- Career growth and ownership: This role gives you the opportunity to shape your path as we scale - your ideas matter, and your impact will be visible.
- A fantastic HQ: Work from our office in Västra Hamnen, Malmö - right by the sea!
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