Customer Support Team Lead - Remote

Overview

The Customer Support Team Lead is a vital role that entails overseeing our customer support operations and actively contributing to the team. This position involves collaboration with the Customer Support Manager and other Team Leads to deliver superior customer service through phone, email, and chat.

In Short

• Oversee daily operations of the Customer Support Team.
• Act as a senior agent, ensuring customer satisfaction.
• Mentor, coach, and provide training to the support staff.
• Serve as the primary contact for customer escalations.
• Manage and analyze incoming support inquiries.
• Engage in the hiring, onboarding, and offboarding processes.
• Work with the Learning & Knowledge Specialist to develop training materials.
• Continually assess and improve support processes.
• Assist in the creation of customer self-service resources.

Requirements

• 3-5 years of customer support experience.
• 2 years of leadership skills in managing support teams.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and analytical mindset.
• Capable of multitasking and maintaining efficiency under pressure.
• Results-oriented and adaptable in a fast-paced environment.
• Team player with a patient and proactive approach.
• High School Diploma or equivalent required.
• Prior experience in the pet-care industry is highly valued.

Benefits

• Medical, dental, and vision insurance options.
• 100% Employer paid short/long term disability.
• Basic Life insurance.
• 401(k) option with 100% company match.
• Flexible paid personal/vacation time.
• 10 sick days annually.
• 10 company paid holidays.
• 6 weeks paid parental leave.