Lead Customer Support Representative

Lead Customer Support Representative

Do you have a passion for helping others? The Lead Customer Support Representative is a dynamic and driven individual passionate about fostering a positive customer experience and developing a high-performing team. 

This role requires a leader who thrives in a fast-paced setting and possesses exceptional problem-solving abilities. The Lead Customer Support Representative will mentor and guide team members, ensure consistent top-tier customer service, and contribute to our continuous learning and growth culture.  

Strong communication skills, a positive attitude, and a genuine desire to help others are essential for the Lead Customer Support Representative's success in this position.

Let us introduce ourselves...

We’re a team of driven, conscientious individuals with a clear mission: to make accounting and payroll fast, simple, and affordable for millions of American businesses and their accountants. 

It’s not enough to have a “good job.” It takes connection, culture, encouragement, growth opportunities, challenges, communication, and so much more to create an environment where people and ideas flourish. 

We are Patriot Software; a fully remote company with 175+ employees across the United States and a co-working space in Canton, Ohio. 

Our search for a new team member always starts by seeking a quality individual who desires to live by our core values:

1. Be Customer Obsessed - In everything we do, we start with the customer and work our way backwards. Our primary focus is how we deliver tremendous value for the American businesses we serve.
2. Lead With Speed - We believe in doing things quickly and not being afraid to take big chances. Moving fast and making bold moves is how we stay ahead.
3. Don’t Cut Corners - We don’t skimp on quality. We make sure to own our technologies, development, and operations so that the entire experience is the best it can be.
4. Create a Better Us - We’re always improving by keeping it simple, saying no to things that don’t help our customers, automating what we can, and spending our money wisely.
5. Follow The Golden Rule - We treat others how we would want to be treated, disagree and commit, and welcome feedback from anyone, anywhere in the company.
6. Grow, Be a Leader - We look for leaders at all levels and always put the customer and team above ourselves. We want to build a pro team of high-caliber players, with high accountability and trust across all individuals.

Interested in learning more? Great! Read on to see if your skills are a match, too.  

What You’ll Be Doing: 

• Approximately 80% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!) 
• Monitor and evaluate support calls for quality assurance, ensuring that agents follow proper troubleshooting procedures and adhere to company standards
• Provide feedback and coaching to team members to improve technical knowledge and customer service skills
• Maintain high customer satisfaction by ensuring accurate and timely issue resolution.
• Be an internal customer advocate to help influence product development and new features and products 
• Constantly learn and expand on your software knowledge, our new features, and accounting and payroll skills
• Guide, and answer, software questions on new product features and how the software operates
• Assist in creating, improving, and implementing training programs for new hires and current Support Representatives
• Ensure department coverage while employees are in training, during busy times of the year, and on PTO
• Identify ways to improve employee success, reporting, and efficiency of the team and the department 
  

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time, with or without notice.

Requirements

What You’ll Need: 

• High School Diploma and/or equivalent experience
• 2+ years experience providing technical support for payroll, accounting, bookkeeping, or similar software products, in a high-volume Customer Support or Call Center setting
• 2+ years of supervisory and/or relevant leadership experience in a high-volume Customer Support or Call Center Environment 
• Strong troubleshooting skills for resolving common issues in payroll, accounting, bookkeeping, or similar soft