We are seeking a CRM Support Team Lead to oversee and enhance our customer relationship management systems. This role involves leading a team, ensuring seamless CRM operations, and driving improvements to optimize customer interactions and satisfaction. If you have a passion for leadership and CRM excellence, we would love to hear from you.

Location: 100% remote. US Eastern Time Zone.

About the Company:

Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.

Job Description:

Tasks and Responsibilities:

• Prioritizes tickets properly and communicates priorities and updates to users and the support team as appropriate.
• Optimizes response and resolution times by improving support workflows.
• Implements and tracks team performance metrics.
• Records, tracks, and documents the troubleshooting request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Ensures that information flows smoothly within the support team and between the support team and development/business teams. This includes distributing actionable information, facilitating meetings, and addressing any communication barriers.
• Identifies the need for developing new or updating current knowledge base articles and adopts procedures to measure and improve support and customer satisfaction.
• Offers guidance and mentorship to team members, helping them develop their skills and improve their performance. This involves coaching team members on best practices and providing support when they encounter challenges
• Performs post-resolution follow-ups and closes tickets in a timely manner with accurate descriptions of resolution.
• Identify opportunities to increase Tier 1 resolution.
• Ensures adherence to SLAs for incident resolution and system availability.
• Builds strong working relationships with end users to set service level expectations and align support with business requirements.
• Improves early detection of problems and uses root cause analysis to reduce the likelihood of future failures and enhances resolution time for critical issues.
• Identifies and solves complex problems for a variety of processes with no clear resolutions.
• Uses proper judgment while complying with escalation workflow to determine problems that need escalation. Escalates problems (when required) to the appropriate IT teams.

What we offer:

• Flexible working hours and remote work options.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work on impactful projects with a talented team.
• Excellent compensation in USD.
• Hardware and software setup (if needed).