Support Team Lead - Remote

Overview

FURTHER is seeking an experienced Support Team Lead to join our global customer support organization, responsible for managing and developing our front line product support team.

In Short

• Lead a team of Level 1 support representatives.
• Develop and implement support strategies to improve customer satisfaction.
• Monitor and analyze support metrics to identify trends.
• Create and maintain internal and external product documentation.
• Collaborate with other departments to enhance customer experience.
• Provide escalation support for complex customer issues.
• Train and mentor support team members.
• Participate in product development discussions.

Requirements

• Bachelor's degree in Business, Computer Science, or related field.
• 5+ years of experience in customer support or technical support roles.
• 2+ years of experience in a management or team lead position.
• 3+ years of experience working with SaaS products.
• Experience collaborating with global teams across multiple time zones.
• Excellent problem-solving and analytical skills.
• Proficiency in support ticket management systems like Zendesk.

Benefits

• Competitive salary based on experience and skills.
• Opportunity to work in a global team environment.
• Professional development and training opportunities.
• Flexible work arrangements.
• Inclusive and diverse workplace culture.