Team Lead, Customer Support

Summary

Join SmartRecruiters as a Customer Support Team Leader and contribute to the success of our talent acquisition SaaS platform. You will be responsible for resolving customer issues, leading training sessions, and collaborating with various teams. This role requires a fixed work schedule (15:00-23:00 CET) and experience in technical customer support within a SaaS environment. You will interact daily with SmartRecruiters teams and customers, manage escalated cases, and drive high customer satisfaction. SmartRecruiters offers a remote-friendly culture, competitive salaries, generous equity, and strong internal mobility.

Requirements

• General ATS experience
• Fluency in English is essential
• Experience with API Technology
• Experience with Web SSO (SAML 2.0)
• Strong knowledge of Support Case tracking systems (both internal and external)
• Ability to interact and communicate professionally and confidently with a diverse customer base
• Customer support experience, preferably in the Enterprise space
• Strong interpersonal, written, and spoken communication skills
• Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations
• Experience in technical customer support in a SaaS environment
• A passion for technology and a drive to change the world
• Positive, energetic, with a can-do attitude
• Call center experience

Responsibilities

• Interact every day with SmartRecruiters teams and customers to answer questions, resolve issues, educate, and help them succeed
• Take on a portion of the escalated customer support cases (externally escalated by customers)
• Be the main point of escalation for the Customer Support Agent (internally escalated)
• Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers, to answer support-related questions and push support cases to resolution
• Lead internal training sessions for Tier 1 and Tier 2 Support Agents
• Manage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support Slack channel on a daily basis
• Schedule and lead new hire training and enablement sessions
• Contribute to weekly Support team meetings
• Drive a high level of customer satisfaction
• Identify, test, and call out technical issues
• Teach and coach direct reports on Support Team processes and best practices
• Collaborate closely with all parts of the organization, including product management, engineering, and professional services teams to contribute and execute on our strategy to make customers successful
• Be ready to get involved and lead various projects in the support domain
• Be an ambassador for SmartRecruiters and its culture

Preferred Qualifications

• Knowledge of the SmartRecruiters application
• Experience with OAuth 2.0
• SalesForce and JIRA
• Knowledge of other languages

Benefits

• Competitive salaries
• Generous equity
• Strong internal mobility
• Remote-friendly culture