About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few!

At the heart of ROLLER is our team - which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us and we are well on our way toward becoming a global success story. But most of all, we love what we do and we are looking for like-minded people to join us on this amazing journey!

About the Role

We are seeking a passionate Enterprise Support Team Leader in the US to join our growing global Customer Support Team. Bringing previous experience working with Point of Sale (POS) systems or within a SaaS company, you will be responsible for leading a high-performing support team that delivers exceptional service to ROLLER’s most critical customers. You’ll act as both a coach and a contributor—ensuring the team operates with excellence while resolving complex, high-priority issues that impact our strategic clients and business continuity. Your leadership will be crucial in driving customer satisfaction, minimizing escalations, and ensuring the team consistently meets their targets.

This role requires excellent communication, technical and collaboration skills to ensure the team's success and our customers’ success.

What You’ll Do

Team Leadership & Performance Management 

• Lead a team of Enterprise Support Specialists, setting clear goals and performance expectations.
  
  
• Mentor and coach team members to improve technical capabilities, customer interactions, and process adherence.
  
  

Customer Advocacy & Support Operations

• Become a Trusted Advisor for Enterprise Support Clients and act as the main point of escalation for major or sensitive issues.
  
  
• Ensure prompt, effective resolution of high-priority tickets while maintaining excellent communication with stakeholders.
  
  
• Proactively monitor key account health and partner with Customer Success Managers (CSMs) and Product/Engineering on known issues.
  
  
• Monthly meetings with Enterprise Support Accounts to ensure their success and meet KPIs and SLA requirements.
  
  
• Stay informed on new feature releases and how they might impact clients’ processes.

Process Improvement & Quality Assurance

• Identify recurring problems and contribute to root-cause analysis and process enhancements.
  
  
• Collaborate with our Technical Writing team to create internal playbooks for Enterprise Support accounts and Resolution Guides to help us scale our support into the future.
  
  
• Maintain and improve SOPs, workflows, and knowledge base documentation related to Enterprise support functions.
  
  

Cross-Functional Collaboration

• Work closely with Engineering, Product, and Customer Success to advocate for customers and resolve complex technical issues.
  
  
• Collaborate with the Support Ops team to analyze data and implement improvements to ticket routing, SLAs, and reporting.

 

About You

You’ve been there, done that, and have a bias for action and results. You know that building extraordinary foundations and positive relationships is the key to driving engagement and ensuring the strategic pieces of work land with positive impact. 

 

• You must have experience working in a similar role within a SaaS or POS Payments business.
• Experience as a team leader and working closely with Level 1 and Level 2 Support Staff.
• The role is hybrid and requires you to be located in Austin, Texas.
• Formal IT qualifications, bonus if you have a bachelor’s degree in a related field.
• 2+ years proven experience working with Enterprise customers in a software or technology environment.
• Demonstrated leadership capabilities and the ability to motivate and inspire a diverse team.
• Experience working with Slack, JIRA, Google Sheets, and Salesforce.
• Strong written & verbal communication skills.
• You will be very tech-savv