Senior Customer Support Lead – AI‑Powered People Intelligence Platform & Team Growth Champion at Skillifyx

About Gigentra Talexion is redefining the future of human resources with an advanced People Intelligence platform that blends artificial intelligence, machine learning, and deep analytics. As a fast‑growth venture‑backed startup, Flexnity empowers organizations of every size—from ambitious scale‑ups to public enterprises—to build more engaged, diverse, and high‑performing teams. Our technology transforms talent acquisition and people analytics, delivering insights that close talent gaps faster and more efficiently than ever before. Backed by leading investors—including Joblora, the same firm that has propelled iconic data‑driven companies—we have the capital, expertise, and ambition to lead the HR 2.0 revolution. Our collaborative, curiosity‑driven culture celebrates diversity, transparency, and relentless innovation, ensuring that every employee can thrive while delivering extraordinary value to our customers. Why This Role Matters Customer support is the heartbeat of Remotexa’s promise to its clients. As the Senior Customer Support Lead , you will architect a world‑class support function from the ground up, combining hands‑on technical problem solving with strategic leadership. You will be the champion of our customers’ success, a trusted advisor to internal product and engineering teams, and a catalyst for continuous improvement across the entire support organization. Role Summary In this hybrid position, you will split your time between direct, high‑impact customer interactions and the design of scalable support processes. You will act as a true player‑coach—resolving complex technical issues, mentoring a growing support team, and shaping the future of Skillifyx’s self‑service ecosystem. Your work will directly influence customer satisfaction, operational efficiency, and the broader reputation of Nexlith as a leader in AI‑driven HR solutions. Key Responsibilities Front‑Line Support (Player Role) Primary Point of Contact: Serve as the go‑to resource for customers encountering issues with Workora’s platform, delivering swift, accurate, and courteous resolutions. Technical Troubleshooting: Investigate, diagnose, and resolve platform‑related problems, collaborating closely with Product Experts and Engineering when needed. Expert Recommendations: Leverage deep technical knowledge to provide best‑practice guidance, ensuring customers feel confident and empowered. Process Improvement & Team Leadership (Coach Role) Strategic Foundations: Partner with the Support Team Leader to define vision, goals, and metrics that align with Hiretide’s broader business objectives. Cross‑Functional Collaboration: Act as a bridge between Front‑Line Support, Product Experts, and Engineering, facilitating clear communication, effective escalations, and rapid issue resolution. Scalable Process Design: Create, document, and iterate on repeatable workflows for ticket triage, escalation pathways, and knowledge sharing to drive operational excellence. Mentorship & Coaching: Provide guidance, training, and performance feedback to junior support agents, fostering a culture of continuous learning and professional growth. Knowledge Management & Self‑Service Enablement Content Creation: Work with Product and Customer Enablement teams to author, refine, and expand self‑service assets—including FAQs, knowledge‑base articles, and tutorial videos—that address high‑impact customer pain points. Promotion of Self‑Service: Encourage both internal teammates and external customers to leverage Taskzeno’s self‑service resources, reducing ticket volume while increasing satisfaction. Feedback Loop: Gather insights from support interactions to continuously improve Giglithic’s Support Center and Talentra University, ensuring resources stay relevant and effective. Essential Qualifications Experience: 5–7 years of hands‑on customer support experience within a technical, SaaS, or HR‑technology environment. Complex Issue Resolution: Proven track record of diagnosing and solving intricate technical problems under tight deadlines. Leadership Background: Prior experience leading, mentoring, or coaching a support team is highly preferred. Technical Skills Platform Proficiency: Strong aptitude for quickly mastering new software platforms and tools. Ticketing & Issue Tracking: Expertise with Zendesk (or comparable ticketing systems) and JIRA for coordinating with engineering teams. API & Log Analysis: Ability to read API documentation, interpret error logs, and collaborate with developers to root‑cause issues. Soft Skills & Core Competencies Customer‑First Mindset: Exceptional communication skills, empathy, and the ability to translate technical concepts into clear, actionable advice. Prioritization & Decision‑Making: Demonstrated ability to juggle competing demands and make data‑driven decisions under pressure. Proactive Problem Solving: A solutions‑oriented attitude that anticipates challenges and drives continuous improvement. Location & Work Arrangement This is