Customer Support Team Lead

Summary

Join Togetherwork's Customer Support Team as a Team Lead and oversee daily operations, mentoring staff, and resolving complex customer issues. Collaborate with management and other leads to ensure superior customer service across phone, email, and chat. This role requires managing support agents across various tiers, handling escalations, and improving support processes. You will also contribute to hiring, training, and developing self-service resources. The ideal candidate possesses strong leadership, communication, and problem-solving skills with 3-5 years of customer support experience and 2 years of leadership experience. Togetherwork offers a comprehensive benefits package.

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

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave