Customer Support Team Lead (Remote- US Based)

Job Summary 

The Customer Support Team Lead is responsible for overseeing the daily operations of the technical support team as well as participating as an active member of the team. This position will partner with the Operations Manager to deliver exceptional support to customers through phone, email, and chat.

This team member will be expected to lead by example, organize work, build KPI reports, handle escalations, execute roll-out of best practices, and train employees.

Responsibilities 

• Oversee the day-to-day operations of the Customer Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to escalations
• Clearly communicate escalated issues to tech lead and product managers as needed through Agile Scrum.
• Manage and report on all incoming support inquiries
• On-board all new support team members
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Review all support-related processes and documentation for continuous improvement
• Collaborate with the Ops Manager to Implement any necessary preventive measures to reduce customer faults and issues
• Assist in the maintenance of customer self-service material and tools

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 communicator, both oral and written
• Strong problem solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Results-oriented with the motivation to thrive in a fast-paced environment
• Patient, positive, team player, self-starter and focused
• Proven people management and leadership skills 
• Previous experience with Jira a plus

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability
• Basic Life 
• 401(k) option with 100% company match up to 4%
• Non-Exempt employees have a generous accrual policy 
• 10 sick days annually 
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $55,000-$60,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance s