Client Support Team Lead - Remote

Overview

The Client Support Team Lead at Trackforce will manage a support team while providing frontline customer assistance, ensuring a high-quality support experience.

In Short

• Lead a squad of client support specialists.
• Provide direct support via email, chat, and phone.
• Troubleshoot technical issues and escalate as needed.
• Monitor daily support operations for SLA adherence.
• Track support trends for process improvement.
• Maintain knowledge base articles and FAQs.
• Collaborate with internal teams for customer needs.
• Develop customer support policies and workflows.

Requirements

• 3+ years in a SaaS customer support role.
• Leadership or mentoring experience preferred.
• Strong problem-solving skills.
• Experience with customer support tools (Zendesk, Jira, ServiceNow).
• Excellent communication skills.
• Ability to multitask in a fast-paced environment.
• Familiarity with ITIL best practices is a plus.

Benefits

• Work in a remote-first environment.
• Opportunity to lead and mentor a team.
• Engage with a diverse client base.
• Contribute to continuous improvement initiatives.
• Access to training and professional development.