Customer Support Team Lead

Summary

Join Togetherwork's Customer Support Team as a Team Lead and oversee daily operations, ensuring superior customer service through various channels. Collaborate with the Customer Support Manager and other leads to mentor, train, and manage support agents across all tiers. Resolve complex issues, manage escalations, and analyze support inquiries to maintain performance metrics. Engage in the hiring process and contribute to the development of training materials. Continuously improve support processes and documentation, and assist in creating self-service resources. This role requires significant customer support and leadership experience.

Requirements

• 3-5 years of customer support experience
• 2 years of leadership skills; experience in managing people across various tiers of customer support
• Excellent communication skills, both verbal and written
• Strong problem-solving skills and analytical mindset
• Capable of multitasking and maintaining efficiency under pressure
• Results-oriented, adaptable, and thriving in a fast-paced environment
• Team player with a patient, positive, and proactive approach
• High School Diploma or equivalent required

Responsibilities

• Oversee daily operations of the Customer Support Team, including management of Tier 1, Tier 2, and Tier 3 support agents
• Act as a senior agent, ensuring customer satisfaction and resolving complex issues across all tiers
• Mentor, coach, and provide training to the support staff; oversee performance reviews
• Serve as the primary contact for customer escalations and coordinate with Product and Development teams for software issues
• Manage and analyze incoming support inquiries, maintaining performance metrics
• Engage in the hiring, onboarding, and offboarding processes for team members
• Work with the Learning & Knowledge Specialist to develop training materials for new team members
• Continually assess and improve support processes and documentation
• Assist in the creation and maintenance of customer self-service resources

Preferred Qualifications

Prior experience in the pet-care industry is highly valued

Benefits

• $1,000 employee referral bonus
• Flexible paid vacation/personal time policy
• 6 weeks paid parental leave