Customer Support Team Lead

Posted Aug 27

Job description

We're seeking a customer-centric and passionate Team Lead to join our talented global Support team; a department that has a stellar internal and external reputation for customer support. We’re looking for someone who can confidently lead through inspiration and action, while showing they’re not afraid to roll their sleeves up to get the job done. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.

We're specifically seeking someone with 3+ years experience in managing support team members and who is proficient with live chat SaaS customer support. Even better if you have knowledge of digital marketing and/or SEO, although not a deal-breaker. If you are high on emotional intelligence and love leading a team, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. While you’ll be leading a smaller, tight-knit team servicing our European customers, you'll be joining a growing and highly committed 17-person team that is passionate about helping customers reach their business goals and using customer feedback to improve our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on.

Job requirements

You have experience in a Team Lead role for a SaaS (Bonus if B2B) with a proven ability to cultivate a high-performing and cohesive team
You have advanced written communication skills and can confidently run team meetings and present
You collaborate effectively with teammates and cross-functional team members with experience working on shared initiatives
You’ve got a proven track record of meeting or exceeding common customer support team KPIs and goals; Response times, CSAT, customer reviews, etc.
You can de-escalate and resolve customer complaints in a timely and effective manner, turning negative interactions into positive outcomes
You’re strong at problem-solving and you have the ability to think critically when addressing tasks and supporting team members in challenging situations
You have the ability to lead small-medium sized projects that contribute to our broader OKRs and can confidently contribute to team-wide initiatives and larger-scale projects with the Support Manager and Director
If you have experience with SEO and/or digital marketing, this would be highly preferable, including common digital marketing channels
Familiarity with SaaS platforms and related technologies
Highly confident with handling and managing live chats, including general queue management to ensure we meet our SLAs

What you'll do

Run weekly 1:1 meetings with your direct reports and run/contribute to team meetings as needed
Provide ongoing coaching and support to help your team thrive and deliver best-in-class live chat customer support in a timely manner
Ensure strong and proactive communication with your direct team but also the broader support team
Ensure your team consistently meet individual and shared team KPIs and OKR goals
Support our Documentation Manager with our internal knowledge base and team processes
Work in very close partnership with global Team Leads and the Sr Customer Support Manager, and Director as needed
Handle customer escalations and collaborate with Sales and Customer Success as needed, with a strong focus on customer churn and ensuring we iterate on our learnings each time to improve the customer experience
Own and suggest process improvements, continuously improving how our support team operates, raising the bar each time
Apply critical thinking to troubleshoot technical issues and escalate with Product and Engineering teams as needed
Contribute ongoing improvements to our training and onboarding program and help deliver this to new hires
Help to hire and onboard new team members as and when needed