Client Support Team Lead

Summary

Join Trackforce, the world's largest physical security workforce management SaaS company, as a Client Support Team Lead. This dual role involves leading a support squad and providing frontline customer assistance, handling inquiries, troubleshooting issues, and ensuring high-quality support. You will mentor team members, optimize support processes, and collaborate with internal teams for continuous improvement. The position requires strong problem-solving and communication skills, experience with customer support tools, and the ability to balance direct support with team leadership. Trackforce offers a flexible, fully remote work environment.

Requirements

• 3+ years of experience in a SaaS customer support role, with leadership or mentoring experience preferred
• Strong problem-solving skills with the ability to troubleshoot technical issues and communicate solutions effectively
• Experience using customer support tools such as Zendesk, Jira, or ServiceNow
• Excellent communication skills, both written and verbal, with a focus on customer service
• Ability to balance direct customer support responsibilities with team leadership duties
• Strong organizational and time-management skills, with the ability to multitask in a fast-paced environment

Responsibilities

• Provide direct frontline support by responding to customer inquiries via email, chat, and phone, ensuring timely and effective resolution of issues
• Troubleshoot common technical issues and escalate complex problems to Tier 2 or engineering teams as needed
• Lead and mentor a squad of client support specialists, providing guidance, training, and performance feedback
• Monitor daily support operations to ensure adherence to SLAs and best practices for customer service
• Track and analyze support trends, identifying opportunities for process improvements and self-service enhancements
• Assist in creating and maintaining knowledge base articles, FAQs, and other self-service resources
• Work closely with Client Success, Engineering, and Product teams to ensure customer needs are communicated and addressed
• Contribute to the development of customer support policies and workflows to improve team efficiency and service quality

Preferred Qualifications

• Familiarity with ITIL best practices is a plus
• Experience in a dual role involving both customer support and leadership responsibilities
• Knowledge of API integrations, databases, or basic programming concepts
• ITIL certification or other relevant industry certifications
• Experience creating and maintaining customer support documentation

Benefits

We offer a flexible , and fully remote environment so that you can harmonize your personal life with the fantastic work you will do here