Tier Two Team Lead

About ThriveCart:

ThriveCart is a powerful platform used by over 50,000 people worldwide to generate over $5B in sales. Included within the ThriveCart platform is a learning management system (LMS), affiliate management, cart and checkout functionality, making it a top solution for creators, coaches, consultants, and other businesses.

We integrate with everything you use and have a simple, clean UI with numerous features that allow customers to build income from existing traffic and we are the highest-converting cart for online businesses. Our business is growing, profitable, and backed by LTV SaaS Growth Fund, and we are looking to expand our footprint amongst online businesses.

Location: Remote

Job Overview:

As a Tier Two Team Lead, you’ll play a crucial role in our customer support operations. You’ll be both a senior individual contributor and a mentor, overseeing a small team of 3-8 Tier Two Support agents. Your primary focus will be to ensure team performance, process consistency, and effective resolution of complex support inquiries. This role requires a balance of operational excellence, leadership, and a strong customer-first mindset to drive both team success and customer satisfaction.

What Your Work Will Entail:

Support Delivery

• Provide expert-level customer support, resolving complex or escalated issues.
• Act as a point of contact for Tier Two team members, offering guidance and handling escalations.
• Maintain a strong customer-centric mindset, ensuring all solutions prioritize satisfaction.
• Handle escalated customer interactions with professionalism and advanced problem-solving skills.

Team Leadership & Development

• Mentor and coach team members to foster skill development and professional growth.
• Conduct regular one-on-one meetings to provide feedback and performance coaching.
• Foster a positive and collaborative team culture.

Process & Performance Management

• Monitor and evaluate team performance metrics, ensuring alignment with company goals.
• Adjust work assignments and schedules as needed to optimize efficiency.
• Drive process improvements to enhance customer support effectiveness.

Cross-Functional Collaboration

• Act as a key liaison between Support and departments such as Sales, Marketing, and Product.
• Share customer insights to help improve the overall customer experience.

Operational & Strategic Contributions

• Leverage customer data and performance metrics to inform decisions and resource allocation.
• Contribute to discussions on strategic improvements to customer support operations.
• Manage team schedules and resources effectively within budget constraints.

Communication & Stakeholder Engagement

• Clearly articulate support processes, goals, and updates to the team.
• Escalate critical insights and operational issues to leadership as needed.
• Be a point of escalation for challenging customer conversations.

Support Delivery:

• Provide expert-level customer support, resolving complex or escalated issues.
• Act as a point of contact for Tier Two team members for guidance and escalation.
• Maintain a strong customer-centric mindset, ensuring all solutions prioritize customer satisfaction.
• Handle escalated customer issues effectively, demonstrating advanced problem-solving and communication skills.

Team Leadership and Development:

• Mentor and coach team members, fostering skill development and professional growth.
• Conduct regular one-on-one meetings to provide feedback, identify areas for improvement, and develop performance goals.
• Create a positive and collaborative team environment by providing day-to-day guidance and support.

Process and Performance Management:

• Monitor and evaluate team performance metrics, ensuring alignment with company goals and key performance indicators (KPIs).
• Adjust work assignments and schedules as needed to meet team objectives and maintain efficiency.
• Ensure consistent adherence to established support processes while making improvements where necessary.

Cross-Functional Collaboration:

• Facilitate communication between the support team and other departments such as Sales, Marketing, and Product.
• Share customer insights and feedback with cross-functional teams to enhance the customer experience.

Operational and Strategic Contr