Take on a leadership role by formulating and executing strategic plans in line with company objectives Set and ensure the reach of relevant team KPIs to help maintain excellent performance Develop and execute data-driven strategies for high-quality after sales support Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc. Address inquiries, concerns, and tech issues related to the POS system, hardware, and more Prioritize both speed and quality of responses while aiming for effective resolutions Handle phone calls when necessary to ensure comprehensive client support Act as a liaison between clients and our internal teams, effectively conveying client needs Collaborate with cross-functional teams to address and resolve client concerns Continuously improve template messages for efficiency and consistency Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options Utilize client feedback to suggest improvements to our products and services Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs Disseminate product updates and important information in client group chats Assist in onboarding potential new accounts referred by existing clients or related contacts Identify upselling opportunities and contribute to customer expansion efforts