Product Support Team Lead

Summary

Join WorkRamp's dynamic team as a Player-Coach Product Support Team Lead! This hybrid role blends team leadership with hands-on customer support. You will lead a small team, providing training, mentoring, and performance guidance, while also directly assisting customers with complex issues. You'll collaborate cross-functionally to improve customer experience and maintain high product knowledge. This is a fantastic opportunity for a problem-solver passionate about leadership and customer support to make a significant impact in a fast-paced, collaborative environment. The role offers a competitive salary and a comprehensive benefits package, including remote work options.

Requirements

• Proven experience in a product support or technical support role, with 1-2 years in a leadership capacity (enterprise SaaS a plus)
• Strong technical problem-solving and written skills
• Ability to multitask (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment
• Experience with Intercom, Salesforce
• Ability to communicate complex concepts to customers and manage escalations
• Process-driven and having attention to detail
• Eagerness to respond to tickets to ensure that all SLA response times are met
• Empathy for customers and diligence to resolve problems to provide customer satisfaction
• Ability to balance team leadership with hands-on customer support
• Passion for the startup experience

Responsibilities

• Lead, coach, and mentor a team of product support representatives
• Provide hands-on support to customers, handling complex inquiries and escalations
• Identify areas for team growth and improvement, and implement training programs
• Collaborate cross-functionally to resolve product issues and improve customer experience
• Maintain a high level of product knowledge and keep the team updated on new features and updates

Preferred Qualifications

Shift Hours: 8am - 5pm PST

Benefits

• Fully Remote - Work from anywhere in the US
• Generous Time Off - Paid vacation, sick leave, and 12 company-wide holidays
• Parental Leave - Paid leave to support you and your growing family
• Equity - Be a part of our success with meaningful ownership
• Comprehensive Healthcare - Full medical, dental, and vision coverage
• Financial Security - 100% employer-paid short-term & long-term disability, plus life insurance
• Work-From-Home Support - Stipend for your remote setup & a DeskPass account
• 401(k) Plan - Invest in your future with employer-sponsored retirement savings
• Wellbeing & Assistance - Access to One Medical, Wellhub+ (formerly Gympass), and Employee Assistance Programs