Customer Support Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and support a team of support agents to ensure that tickets, calls, and chats are resolved promptly and effectively.

• Offer additional assistance to the Customer Support team during peak demand periods.

• Act as an escalation point for high-priority clients, Jira escalations, and tier 2 tickets as required.

• Provide insights to the Customer Support Manager regarding the training needs of agents and long-term strategic initiatives.

• Share feedback with the Customer Support Manager for conducting 1:1 meetings with each team member.

• Monitor queues during assigned shifts to guarantee adequate coverage across all live queues.

• Conduct live coaching sessions via Zoom to assist agents with ticket handling.

• Manage customer escalations and resolutions effectively.

• Collaborate closely with new team members to facilitate product training.

• Identify and suggest improvements to internal support processes and relay feedback to the support team.

⛳️ Requirements

• A high school diploma.

• A minimum of 2 years of applicable Customer Support experience within a SaaS or software company setting.

• Familiarity with school communication tools, integration tools, and/or SIS is a plus.

• Exceptional communication skills and meticulous attention to detail.

• Proficient in project management with the ability to prioritize tasks in a fast-paced, dynamic environment.

• Previous experience in a managerial or leadership position.

• Excellent oral, written, and interpersonal communication abilities.

• Alignment with the company's core values.

🏝️ Benefits

• Employer-paid health insurance (including coverage for dependents).

• An employer-matched 401K retirement savings plan from day one.

• Paid Parental Leave.

• Stock options.

• Health and wellness reimbursements.

• PTO that increases annually.

• 15 paid holidays, including your birthday.

• Fully remote work options.

• Tools and equipment provided for a home office.