Customer Support Team Lead - Remote

Overview

At Rinsed, we are building software to run the $15bn Car Wash industry. We’re a B2B SaaS company, providing car washes with all the tools they need to transition to a subscription model. Modern car washes are fully-automated tunnels that can wash over 200 cars/hr, and they are moving from selling single washes to all-you-can-wash subscriptions. We are giving this $15bn underserved market the tools to manage and grow their subscription revenue.

We are a small team, who just raised our Series B from VMG Technology in addition to our Series A from Founder's Fund and Bedrock Capital. We are currently installed at over 3,000 car washes nationally helping to manage more than 8 million car wash memberships. What we've built so far is just the beginning. Get to be part of the founding DNA of building a great product, a great culture, and a great company!

In Short

• Lead and manage a team of 5 Customer Support Representatives.
• Handle customer escalations with professionalism and urgency.
• Spend up to 50% of your time in the Zendesk ticket queue.
• Monitor team performance using metrics and reporting tools.
• Partner with the VP of Customer Success + Support to identify trends.
• Train and onboard new team members.
• Collaborate cross-functionally with Product, Engineering, and Operations.

Requirements

• 3+ years of experience in a customer support or success role.
• Experience using Zendesk or a similar customer service platform.
• Strong problem-solving and communication skills.
• A hands-on leader comfortable working alongside their team.
• Experience in a fast-paced, high-growth environment is a plus.
• Elite technical expertise that can translate solutions to customers.

Benefits

• A collaborative and supportive team culture.
• Opportunities to shape and grow the support function.
• Competitive compensation and benefits.
• The chance to make a meaningful impact on our customer experience.