B2B Support, Team Lead

Summary

Join Keeper Security as a B2B Support Team Lead and mentor a level 1 support team, ensuring exceptional customer service. Collaborate with the team manager and other departments to maintain service excellence. This 100% remote position offers a hybrid schedule option for Chicago-area candidates. Lead a team of customer support professionals, focusing on hands-on assistance, mentorship, and process coordination. Guide frontline support operations for business customers, acting as a key point of contact between the team and management. Contribute to process improvements, tool enhancements, and resource updates.

Requirements

• 3+ years of experience in a SaaS support environment, including peer leadership or mentorship responsibilities
• Excellent communication and interpersonal skills
• Customer Service orientation with a strong bias toward action
• Solid understanding of service level agreements (SLAs) and how to support them in day-to-day operations
• Flexible in working outside of core business hours at short-notice
• Ability to build cross-functional relationships, influence and collaborate at all organizational levels
• Outstanding verbal and written communications skills for a global audience
• Analytical and problem-solving abilities
• Proficiency with support software and CRM systems
• Experience leading and mentoring a small team
• Strong commitment to customer satisfaction
• BS in computer science, engineering, or relevant field (or equivalent experience)

Responsibilities

• Provide daily guidance and support to a team of level 1 support professionals, helping them deliver high quality assistance to our B2B customers
• Act as a key point of contact between the team and management, communicating team needs and customer feedback clearly and constructively
• Monitor and maintain the quality of customer interactions, providing feedback and informal coaching to team members as necessary
• Collaborate with leadership to identify opportunities for process improvements, tool enhancements, and resource updates
• Maintain responsive and professional communication with customers via email, phone and chat, stepping in to assist with more complex issues as needed
• Support escalation handling and resolution in collaboration with senior team members or management
• Assist in preparing support-related reports and summaries for leadership review
• Coordinate with other departments such as Sales, Product, and Engineering to relay client feedback and insights
• Support onboarding, ongoing training, and recruitment of new team members, ensuring knowledge of product features and support best practices

Preferred Qualifications

• Experience with a rapidly-scaling SaaS business
• Experience with leading teams in a fast-paced environment

Benefits

• Medical, Dental & Vision (inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401K (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
• Above market annual bonuses