Technical Success Specialist Team Lead

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Technical Success Specialist Team Lead provides senior-level technical expertise to ensure the successful setup and configuration of customer accounts. This role involves managing complex configurations and serving as an escalation point for challenging technical issues. This person will play a key role in process improvement and quality assurance for account setups.

Primary Responsibilities:

• Review customer account setups and configurations performed by the Technical Customer Success team, as needed ensuring accuracy and quality in support of the quality control manager.
• Handle the setup and management of complex or high-priority customer accounts, including inventory customizations, domain registration, and advanced technical requirements.
• Act as an escalation point for technical issues, collaborating with internal teams to deliver timely and effective resolutions.
• Conduct quality control reviews of account configurations and customizations to ensure customer requirements are met.
• Collaborate with Customer Success teams to ensure seamless account setups and customer transitions.
• Maintain documentation on best practices, technical procedures, and troubleshooting guides to support team knowledge and efficiency.
• Maintain detailed records of client interactions, issues, and resolutions to be utilized in regular reporting and creation of team metrics.
• Maintain a comprehensive understanding of the company software and services.
• Contribute ideas for improvements and enhancements for new features to be implemented into the system.
• Maintains client confidence and protects operations by keeping information confidential.
• Adapts to changing priorities and business needs by willingly taking on additional tasks and responsibilities as assigned by management.
• Must work the hours and location as assigned by management.
• Demonstrates commitment to upholding company standards and values by consistently following all company policies, procedures, and guidelines.

Skills & Competencies:

• Ability to effectively speak, write, and understand the English language. Excellent written and verbal communication skills with the ability to communicate with leadership staff, cross functional teams, and external sources.
• Offer consistently great customer service with commitment to excellence in everything we do while always doing what would be in the best interest of the customer.
• Must have experience in support and/or customer relationship management with experience implementing SaaS preferred.
• Must have excellent demeanor with customers and problem-solving skills.
• Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems.
• Demonstrated troubleshooting abilities and attention to detail.
• Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines.
• Ability to use computers and computer systems to navigate databases, enter data, and process and document information.
• Ability to understand the software products, including but not limited to Microsoft Office and Google Workspace.

Minimum Qualifications:

• Three (3) years customer facing experience, ideally supporting software applications.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.