Customer Support Team Lead - Remote

Overview

As a Customer Support Team Lead at Flock Safety, you'll be instrumental in driving operational excellence within the customer support team, ensuring high performance and trust in customer interactions.

In Short

• Lead a team of support agents and foster a positive team culture.
• Monitor support queues for optimal case routing and SLA adherence.
• Oversee daily operations and proactively address issues.
• Provide real-time coaching and feedback to team members.
• Handle escalated cases with empathy and problem-solving skills.
• Collaborate with cross-functional teams to improve processes.
• Review case volume and customer satisfaction data for improvements.
• Support new agents with onboarding and training.
• Drive feedback loops between support and leadership.

Requirements

• 2+ years of experience in customer support leadership.
• Strong communication and mentorship skills.
• Familiarity with support tools like Zendesk or Salesforce.
• Operational mindset with problem-solving skills.
• Experience with escalated cases in technical environments.
• Calm approach during high-pressure situations.
• Commitment to working weekends and on-call coverage.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits including Medical, Dental, and Vision.
• 12 weeks of paid parental leave.
• $50,000 lifetime benefit for fertility and family-related expenses.
• Mental health benefits including therapy and coaching.
• Caregiver support services.
• Equity Tax Advisor sessions for employees.
• Monthly stipends for WFH and productivity expenses.
• One-time stipend for home office setup.