Important Notice:
This job posting is exclusively for current Togetherwork employees. Applications from external candidates will not be considered at this time.
If you are not a Togetherwork employee interested in joining our team, please explore future opportunities on our public career page: https://www.togetherwork.com/careers/.
Job Summary
The Customer Support Team Lead is responsible for overseeing the daily operations of the technical support team as well as participating as an active member of the team. This position will partner with the Operations Manager to deliver exceptional support to customers through phone, email, and chat.
This team member will be expected to lead by example, organize work, build KPI reports, handle escalations, execute roll-out of best practices, and train employees.
Responsibilities
- Oversee the day-to-day operations of the Customer Support Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to escalations
- Clearly communicate escalated issues to tech lead and product managers as needed through Agile Scrum.
- Manage and report on all incoming support inquiries
- On-board all new support team members
- Monitor team performance and report on metrics
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Review all support-related processes and documentation for continuous improvement
- Collaborate with the Ops Manager to Implement any necessary preventive measures to reduce customer faults and issues
- Assist in the maintenance of customer self-service material and tools
Requirements
- 3-5 years previous customer-facing experience
- 2 years of people management and leadership skills experience
- 2-3 years’ experience with ZenDesk
- Previous experience in a SaaS environment
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Love being the first line of support and troubleshooting issues
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Results-oriented with the motivation to thrive in a fast-paced environment
- Patient, positive, team player, self-starter and focused
- Proven people management and leadership skills
- Previous experience with Jira a plus
Employee Referral Bonus
This position is eligible for a $1,000 employee referral
Access Referral Form Here
Salary Range
US Remote: $55,000-60,000 USD per year
