Customer Support Team Lead

Summary

Join SMG, a leading experience management provider, as a Customer Support Team Lead. You will act as the technical expert, removing blockers hindering team productivity and developing cross-functional relationships to solve complex problems. Responsibilities include handling escalations, monitoring queues, improving team processes, and providing proactive communication. You will identify and address patterns, run team meetings, and collaborate with other teams. The role requires a Bachelor’s degree or equivalent experience, 3+ years in customer support, proven problem-solving skills, and strong communication abilities. SMG offers a remote-first environment, unlimited PTO, company sick pay, and a diverse, supportive team.

Requirements

• Bachelor’s degree or equivalent work experience required
• Minimum 3 years’ experience as a Customer Support or equivalent work
• Proven track record in a support role focused on prioritizing work and providing solutions
• Able to self-manage and prioritize tasks to ensure prompt and effective resolution of customer issues
• Proven experience adapting to technology, synthesizing that knowledge and implementing solutions quickly
• The ability to break down technical solutions to a non-technical audience
• Strong customer service skills (written and verbal)
• Comfortable in a role providing quick solutions over many products
• Excellent command of English

Responsibilities

• Be the technical expert for the team, providing guidance and support to team members
• Identify and remove any blockers that may hinder the team's productivity
• Handle escalations as the first contact and face of the team for all internal and external customers
• Monitor the queue, handle assignments and reassignments based on real-time organizational goals and priorities
• Continuously evaluate and improve team processes with a focus on simplification, automation, and ticket deflection to enhance operational efficiency, reduce repetitive workload, and elevate the customer experience
• Provide proactive communication tailored to the audience (external customers, internal customers, stakeholders, ELT members, etc.)
• Identify and highlight patterns that may become problems and develop strategies to address them
• Run the 1:1 about quality and ticket solving and weekly team meetings
• Identify improvement opportunities and potential strategies for the team and organizational goals
• Collaborate with other teams and leads to ensure seamless customer support experience
• Ensure team members adhere to company policies, procedures, and guidelines
• Self-manage and prioritize tasks to ensure timely and effective resolution of customer issues

Benefits

• Remote first company (fully remote)
• Unlimited PTO
• Tech provided
• Company sick pay