Customer Support Team Lead

Summary

Join our Customer Support Team as a Team Lead and oversee the daily operations of our technical support team. You will be an active member of the team, partnering with the Operations Manager to provide exceptional customer support via phone, email, and chat. Lead by example, organize work, build KPI reports, handle escalations, implement best practices, and train employees. This role requires strong leadership, communication, and problem-solving skills, along with experience in a SaaS environment and using tools like Zendesk and Jira. The position offers a competitive salary and an employee referral bonus.

Requirements

• 3-5 years previous customer-facing experience
• 2 years of people management and leadership skills experience
• 2-3 years’ experience with ZenDesk
• Previous experience in a SaaS environment
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Results-oriented with the motivation to thrive in a fast-paced environment
• Patient, positive, team player, self-starter and focused
• Proven people management and leadership skills

Responsibilities

• Oversee the day-to-day operations of the Customer Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to escalations
• Clearly communicate escalated issues to tech lead and product managers as needed through Agile Scrum
• Manage and report on all incoming support inquiries
• On-board all new support team members
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Review all support-related processes and documentation for continuous improvement
• Collaborate with the Ops Manager to Implement any necessary preventive measures to reduce customer faults and issues
• Assist in the maintenance of customer self-service material and tools

Preferred Qualifications

Previous experience with Jira

Benefits

• $1,000 employee referral bonus
• US Remote: $55,000-60,000 USD per year