.**The customer support team is critical to OrderGrid's ability to scale both rapidly and sustainably. As the bridge to our clients, our customer support team enables customer satisfaction, retention and increased revenue. They do this by building deep and trusted relationships with our clients that allow us to understand and recognise our customer needs, solve their problems. They communicate new and changing requirements of our customers back to our product team as development opportunities. They are the reason our clients love us and want to grow with us.****What you'll work on daily**:- **Lead customer support in Central/South America: Be the point of contact for the OrderGrid leadership team, support the customer support lead to define local goals and KPIs which are aligned to OrderGrid strategic plan**- **Take ownership of the region and report on KPIs, actively contribute to the progression and evolution of the global customer support team strategy**- **Day to day management of the region e.G. workload allocation, SLA tracking, reporting, escalations, performance management, training, employee learning and development and communication of key messages**- **Ensure customer support procedural standards and best-practises are globally aligned to OrderGrid's customer support teams in other regions, delivering seamless client coverage and world class customer experiences**- **Customer support & issue resolution: First point of contact for service (technical and operational) issues, questions, issues and bugs, managing these via a ticketing system**- **First point of contact for clients in your region**- **Triage issues, understand client impact and work effectively with internal teams (i.E. the product and engineering teams) to deploy the best solutions**- **Represent and advocate for your clients to ensure fixes are prioritised by other teams and that SLAs are being met**- **Ensure client are well supported and properly informed throughout issue resolution process, maintaining customer satisfaction levels even when managing problems**- **Relationship management: Take ownership of issues to ensure fast, flexible and effective resolution**- **Advisory and problem solving**- **Regular connection points with customers to understand their satisfaction levels, address and close issues, share product updates & industry best practices**- **Proactively develop a deep understanding of the customer's business strategy and challenges to offer creative solutions, business development opportunities and grow organic revenue**- **Customer lifecycle support: Establish regular rhythms and cadences to best support the needs of the client**- **Pre-sales client support (e.G. software and operational demos)**- **Client onboarding**- **Integration & set-up support (e.G. product mapping, dark stores etc