Team Lead, Customer Support

Summary

Join Rinsed's growing Customer Success organization as a Customer Support Team Lead. Lead and support a team of five Customer Support Representatives, spending up to 50% of your time directly handling customer issues. Ensure exceptional customer service, resolve escalations, maintain SLAs, and foster team excellence. Monitor team performance, identify trends, and improve workflows. Collaborate with other departments to advocate for customer needs. This role requires 3+ years of customer support experience, including at least 1 year in a team lead capacity, and experience with Zendesk or a similar platform. Rinsed offers a collaborative team culture, opportunities for growth, competitive compensation and benefits, and the chance to significantly impact customer experience.

Requirements

• 3+ years of experience in a customer support or success role, with at least 1 year in a team lead or supervisory capacity
• Experience using Zendesk or a similar customer service platform
• Strong problem-solving and communication skills, with the ability to navigate difficult conversations and escalations with empathy and efficiency
• A hands-on leader who is comfortable rolling up their sleeves and working alongside their team

Responsibilities

• Lead and manage a team of 5 Customer Support Representatives, providing coaching, performance feedback, and day-to-day support
• Handle customer escalations with professionalism and urgency, ensuring a positive resolution and great customer experience
• Spend up to 50% of your time actively working in the Zendesk ticket queue to stay close to customer issues and support volume
• Monitor team performance using metrics and reporting tools to ensure SLAs and KPIs are met
• Partner with the VP of Customer Success + Support to identify trends, improve workflows, and contribute to the overall strategy of the customer organization
• Train and onboard new team members to maintain a high level of service consistency
• Collaborate cross-functionally with Product, Engineering, and Operations to advocate for customer needs and drive improvements

Preferred Qualifications

• Experience in a fast-paced, high-growth environment is a plus
• Elite technical expertise that can translate multi-layered solutions to a variety of customer audiences

Benefits

• A collaborative and supportive team culture
• Opportunities to shape and grow the support function
• Competitive compensation and benefits
• The chance to make a meaningful impact on our customer experience