B2B Support, Team Lead

Keeper Security, Inc. Logo

Keeper Security, Inc.

πŸ“Remote - United States

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

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