Customer Support Team Lead

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

📋 Description

• Lead, motivate, and guide a substantial technical support team.

• Foster and promote a collaborative, supportive, and results-oriented workplace.

• Oversee and manage calls, emails, cases, and chats to ensure KPI targets are met.

• Assist in reporting on customer service metrics and trends that could result in KPI shortfalls.

• Ensure that direct reports achieve call volume benchmarks and other KPIs.

• Provide mentorship to team members along with continuous coaching and feedback aligned with both team and individual KPIs.

• Manage and contribute to the development of knowledge base articles.

• Relay pertinent information to the manager, team members, and relevant teams throughout the organization.

• Conduct technical troubleshooting sessions with the support team and customers via phone, email, chat, and remote sessions.

• Handle and manage support tickets utilizing Salesforce.

• Convey technical information effectively to both technical and non-technical customers.

• Coordinate the resolution of technical issues and escalate concerns as per established protocols.

• Provide support to after-hours on-call technicians when necessary.

⛳️ Requirements

• Minimum of 3 years of proven experience in Technical/Customer Support settings, including calls, emails, and other customer support channels.

• Over 1 year of experience in a leadership capacity, overseeing teams.

• Bachelor's degree or equivalent education and/or relevant work experience.

• Understanding of common network services such as DNS, Web Servers (IIS), FTP/SFTP, Email, and Database Analytics.

• Familiarity with the Microsoft Windows platform, including desktops and servers.

• Experience in troubleshooting (PC hardware/software, browsers, etc.).

• Proven experience in a 24/7/365 work environment.

• Experience in the SaaS industry is advantageous.

• A successful background check is mandatory for offers.

🏝️ Benefits

• Competitive health plans including medical, dental, and vision insurance.

• Paid time off (starting at 20 days) and 12 company holidays.

• 401(k) plan with company matching contributions.

• Telemedicine services provided by ESO.

• Various savings accounts (FSA, HSA, DCA).

• Employee Assistance Program (EAP).

• Comprehensive benefits including life insurance, disability insurance, and worksite benefits.

• Paid parental leave, new child program, and flexible parental return-to-work options.

• Relaxed office atmosphere with unlimited office snacks and beverages.