Customer Support Lead - Remote

Overview

We are seeking an experienced Customer Support Lead to champion our customer experience through our support team efforts.

In Short

• Mentoring and coaching a cohort of support agents to ensure tickets, calls, and chats are handled quickly and efficiently.
• Providing backup support for the Customer Support team during peak times.
• Serving as an escalation point for red clients, Jira escalations, and tier 2 tickets as needed.
• Providing feedback to the Customer Support Manager on training needed for agents and ideas for long-term strategic plans for the team.
• Providing feedback to the Customer Support Manager for 1:1 meetings with each agent.
• Managing/watching queues during designated shifts to ensure proper coverage in all live queues.
• Leading live coachings via zoom to provide support for agents on tickets.

Requirements

• A high school diploma and at least 2 years of relevant Customer Support experience in a SaaS or software company environment.
• Experience with school communication tools, integration tools and/or SIS a plus.
• Excellent communication skill and attention to detail.
• Project management and ability to prioritize tasks in a fast moving dynamic environment.
• Prior experience in a managerial or lead role.
• Top-notch oral, written, and interpersonal abilities.
• Alignment with our company's values.

Benefits

• Employer-paid health insurance (including dependent coverage).
• An employer-matched 401K retirement savings program from day 1.
• Paid Parental Leave.
• Stock options.
• Health + wellness reimbursements.
• PTO that increases each year.
• 16 paid holidays, including your birthday!