Customer Support Team Lead

Summary

Join Togetherwork's Customer Support Team as a Team Lead and oversee the daily operations of the technical support team. You will act as a senior agent, mentor team members, handle escalations, and create KPI reports. Partner with the Operations Manager to deliver exceptional customer support via phone, email, and chat. This role requires proven people management and leadership skills, along with experience in customer support and SaaS environments. Togetherwork offers a comprehensive benefits package including medical, dental, vision, disability, life insurance, 401k matching, paid time off, and parental leave.

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

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Non-Exempt employees have a generous accrual policy
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave