Technical Support Lead
Canals(2 months ago)
About this role
The Technical Support Lead at Canals is responsible for building and scaling the technical support function for a new product line within an AI-driven platform for the industrial supply chain. This hands-on role involves managing and mentoring a team of support agents, collaborating with Engineering and Product to resolve complex issues, and establishing workflows and SLAs that ensure a 1-minute first response time. The position requires a strong technical background in SaaS environments, excellent communication skills, and experience in optimizing support processes to facilitate expansion and integration across multiple product offerings.
Required Skills
- Technical Support
- Team Leadership
- Customer Communication
- Workflows Definition
- Escalation Management
- KPI Monitoring
- Troubleshooting
- Process Documentation
- Knowledge Base Creation
- SaaS Support
+10 more
About Canals
www.canals.aiCanals is an AI-driven platform designed specifically for the distribution industry, focusing on automating sales, accounting, purchasing, and receiving tasks. By streamlining these workflows, Canals enables businesses to significantly reduce order entry times and improve operational efficiency, allowing teams to focus on more strategic initiatives. The platform supports a variety of industries, including electrical, plumbing, HVAC, and construction, and is trusted by leading distributors like United Electric and The Kendall Group. Canals stands out for its user-friendly interface, rapid implementation, and its ability to adapt and learn, resulting in continual improvement in performance.