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Customer Support Team Lead (Remote- US Based)

Posted 8 days agoViewed

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💎 Seniority level: Lead, 3-5 years previous customer-facing experience, 2 years of people management experience, 2-3 years’ experience with ZenDesk

📍 Location: US

💸 Salary: 55000.0 - 60000.0 USD per year

🔍 Industry: SaaS

🏢 Company: Togetherwork Internal

🗣️ Languages: English

⏳ Experience: 3-5 years previous customer-facing experience, 2 years of people management experience, 2-3 years’ experience with ZenDesk

🪄 Skills: LeadershipAgilePeople ManagementJiraTechnical supportCustomer supportSaaS

Requirements:
  • 3-5 years previous customer-facing experience.
  • 2 years of people management and leadership skills experience.
  • 2-3 years’ experience with ZenDesk.
  • Previous experience in a SaaS environment.
  • Excellent oral and written communication skills.
  • Strong problem-solving and analytical skills.
  • Ability to troubleshoot issues and multi-task under pressure.
  • Results-oriented with motivation to thrive in a fast-paced environment.
  • Patient, positive team player and self-starter.
  • Proven people management and leadership skills.
  • Previous experience with Jira is a plus.
Responsibilities:
  • Oversee the day-to-day operations of the Customer Support Team.
  • Act as a senior agent who drives customer satisfaction.
  • Mentor and provide oversight, coaching, and training to support staff.
  • Be the point of contact for escalations and communicate issues clearly.
  • Manage incoming support inquiries and onboard new members.
  • Monitor team performance and report on metrics.
  • Ensure prompt and professional resolutions for customer inquiries.
  • Create relevant support materials and feedback loops.
  • Review and improve support-related processes and documentation.
  • Collaborate with Operations Manager on preventive measures.
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🔥 Customer Support Team Lead (Remote- US Based)
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💸 55000.0 - 60000.0 USD per year

🔍 SaaS, software solutions

🏢 Company: Togetherwork👥 101-250💰 Private 7 months agoSaaSReal EstateSoftware

  • 3-5 years previous customer-facing experience.
  • 2 years of people management and leadership experience.
  • 2-3 years experience with ZenDesk.
  • Previous experience in a SaaS environment.
  • Excellent oral and written communication skills.
  • Strong problem-solving and analytical skills.
  • Ability to multi-task efficiently under time pressure.
  • Results-oriented and motivated in a fast-paced environment.
  • Patient and positive team player.
  • Proven people management skills.
  • Previous experience with Jira is a plus.

  • Oversee the day-to-day operations of the Customer Support Team.
  • Act as a senior agent to drive customer satisfaction.
  • Mentor and train technical support staff.
  • Handle escalations and communicate issues to tech leads.
  • Manage and report on incoming support inquiries.
  • On-board new support team members.
  • Monitor team performance and metrics.
  • Ensure timely resolution of customer inquiries.
  • Create relevant support materials.
  • Provide feedback on resolved and ongoing issues.
  • Review support processes for improvement.
  • Collaborate with Ops Manager on preventive measures.
  • Assist in maintaining customer self-service materials.

LeadershipAgileJiraCoachingTroubleshootingTechnical supportCustomer supportSaaS

Posted 8 days ago
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