CX Technical Support Advocate

Summary

Join Photobooth Supply Co.'s support team as a Tier 1 Team Lead, guiding and inspiring the Tier 1 Technical Support team. Lead and mentor the team in resolving customer issues across software, hardware, and accounts, ensuring adherence to SOPs and timely resolution. Oversee CX RMA workflows, serve as an escalation point for complex cases, and collaborate with cross-functional teams. Meet key metrics, analyze trends, and proactively address areas for improvement. Provide empathetic, solution-oriented support, ensuring clear and concise communication. Partner with other teams to surface bugs, improve workflows, and enhance customer success. This leadership opportunity allows you to drive excellence and elevate the customer experience.

Requirements

• 3+ years of experience in technical support, with 1+ years in a team lead or management role
• Experience managing SLAs, support processes, and technical escalations
• Proven ability to coach team members, execute processes, and hold team members accountable to goals
• Excellent English language written and verbal communication skills—able to simplify technical details and deliver thoughtful, empathetic service
• Strong organizational skills and ability to juggle priorities in a fast-paced, remote environment
• Comfortable using tools like Zendesk, Google Workspace, and internal SOP documentation

Responsibilities

• Lead the Tier 1 Team
• Support, coach, and guide Tier 1 Customer Advocates in resolving customer issues across software, hardware, and account-related topics
• Ensure team adherence to SOPs, ticket quality, and timely resolution of inquiries through Zendesk, calls, and chat
• Conduct regular 1:1s, provide feedback, and support team members in achieving their KPI goals
• Oversee CX RMA workflows to ensure efficient and timely resolution of hardware returns, replacements, and warranty claims
• Serve as the escalation point for complex RMA cases, coordinating with cross-functional teams (Logistics, Engineering, CX)
• Identify patterns or recurring issues in RMAs and collaborate with internal teams to reduce volume and improve processes
• Meet key metrics such as ticket handling times and CSAT
• Analyze trends and proactively address areas for improvement
• Help the team manage daily support queues
• Provide technical support and manage escalated tickets, modeling best-in-class support
• Deliver empathetic, solution-oriented experiences that build trust and customer loyalty
• Ensure customers receive clear, concise, and actionable information at every step
• Partner with Tier 2 Tech, Logistics, Engineering, and CX leadership to surface bugs, improve workflows, and enhance customer success
• Assist in onboarding, training, and documentation updates for Tier 1 and RMA procedures

Preferred Qualifications

• Familiarity with photo booth equipment, photography gear, or event-based tech
• Experience in hardware troubleshooting, logistics coordination, or remote team leadership
• Candidates who have strong opinions on the best Zelda game in the franchise

Benefits

• Health Benefits
• 401K for California Based Employees
• Education Stipend
• Remote Work
• Bonus Plan
• Annual Retreat
• Generous PTO and Holiday Schedule
• Quarterly Financial Meetings
• Open Book Management
• Intimate Team
• Work from Home Stipend