Lead Software Support Specialist

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

📋 Description

• Manage a steady flow of tickets, chats, and calls while ensuring high-quality customer interactions.

• Guide and mentor a team of Tier 1 specialists, fostering engagement, accountability, and consistent performance.

• Take ownership of quality assurance for tickets, chats, and calls, transforming reviews into immediate coaching opportunities.

• Serve as the primary escalation point for Tier 1, addressing issues and documenting context and reproduction steps for Tier 2 escalations.

• Oversee queues and workload distribution to maintain response times and meet service level agreements (SLAs).

• Conduct regular one-on-ones, provide direct feedback, and assist with the onboarding and development of new team members.

• Detect trends in team performance and customer challenges, sharing insights with leadership.

• Report directly to the Director of Customer Support.

⛳️ Requirements

• Significant experience in a Tier 1 or Tier 2 support role within a SaaS or customer-facing setting.

• Previous experience in leading, coaching, or managing a team, including conducting performance discussions.

• Proven ability to handle a high volume of tickets without compromising quality.

• Quick learner regarding accounting, finance, or payment workflows.

• Strong documentation skills and meticulous attention to detail in ticketing and quality assurance reviews.

• Exceptional written and verbal communication abilities.

• Familiarity with Zendesk, Salesforce, or a comparable support platform.

• General understanding of software development processes, including outages, releases, and regressions.

• Experience in hospitality or short-term rental industries.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Flexible paid time off policies.

• Health Savings Account with an annual match of up to $2,000.

• Flexible Spending Accounts available.

• Wellness Rewards of up to $900 per year.

• Retirement plan with employer matching contributions.

• Unlimited access to professional training and development opportunities.

• Company-paid life insurance policy.

• Company-sponsored long-term disability coverage.

• Flexible work environment.

• $150 quarterly gift for personal use.

• Eligibility for a 10% annual incentive based on company performance.