Customer Support Technical Lead

Summary

Join Smartlead, a rapidly growing Sales Tech platform supporting 16,000 businesses, as a Technical Support Lead. You will manage a support team, ensuring timely and high-quality resolution of customer queries. Key responsibilities include overseeing daily operations, handling escalations, collaborating with engineering and product teams, coaching team members, and analyzing support data to drive improvements. The ideal candidate possesses 5+ years of customer support experience, including 2+ years of team management in a SaaS or tech environment. Smartlead offers a competitive salary and benefits package, career growth opportunities, and a collaborative work culture.

Requirements

• Experience: 5+ years in customer support with at least 2 years of team management experience, preferably in a SaaS or tech environment
• Strong leadership, team management, and conflict resolution skills
• Familiarity with support tools (Zendesk, Freshdesk, Gleap, etc.) and ticketing systems
• Excellent written and verbal communication skills
• Ability to analyze complex issues and collaborate with cross-functional teams to resolve them
• Passion for delivering a great customer experience and driving improvements
• Ability to work in a fast-paced, evolving environment and manage multiple priorities

Responsibilities

• Oversee day-to-day operations of the support team, ensuring efficient handling of support tickets and customer inquiries
• Monitor and manage support queues, team rosters, break schedules, and shift planning to maintain optimal coverage
• Handle customer escalations professionally, ensuring timely resolution and customer satisfaction
• Collaborate with the engineering and product teams to provide feedback on recurring issues and suggest improvements to reduce ticket volume
• Ensure adherence to SLAs and key support metrics (response time, resolution time, CSAT, etc.)
• Coach, mentor, and develop support agents to enhance performance and customer service skills
• Conduct regular performance reviews and provide constructive feedback to the team
• Analyze support data and trends to identify areas for improvement and implement process optimizations
• Drive initiatives to improve the customer support experience through automation, documentation, and self-service resources
• Own the post-support retrospective process, identifying gaps and working cross-functionally to address them
• Maintain an in-depth understanding of Smartlead's platform and cold emailing best practices to support the team effectively
• Ensure team members take ownership of tickets, following up with engineering and customers until resolution
• Aggregate common user questions into the Help Desk with thorough guides, videos, and articles
• Collect and manage feature requests from customers, ensuring they are logged appropriately for the product team

Preferred Qualifications

• Understanding of cold email campaign strategies and outreach best practices is a plus
• Prior experience working in a startup environment is a bonus
• Availability to work in rotating shifts, including night shifts, as needed

Benefits

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing AI-powered platform
• A collaborative and customer-first work culture
• Career growth opportunities in a fast-scaling company