Customer Support Team Lead

Responsibilities:

• Manage the day-to-day of your team to ensure a high-quality support experience for all customers
• Coach customer support specialists, contributing to a supportive and growth-oriented environment
• Regularly review performance and metrics, proactively identifying trends
• Create intervention and improvement plans for team members to ensure the team is meeting requirements
• Coordinate with other departments to improve the experience of the team and customers
• Advise on, and directly handle, customer escalations to help your team resolve customer opportunities
• Evaluate workflows and processes to recommend improvements that increase team and customer satisfaction
• Listen to feedback from team members and resolve any issues
• Assist in training new hires to make sure they start off strong

Required Qualifications:

• Ability to inspire and develop individual teammates
• Demonstrable critical thinking, communication, tech, and creative problem-solving skills
• Willingness to take ownership over issues.
• Self-starter with a positive attitude. You don't get fazed by change.
• Highly organized. You can effectively juggle several different priorities.
• Able to become a SimpleTexting power user. You have the skills to learn our product inside and out.
• At least two years experience as an individual contributor in a customer support role, preferably for a SaaS company
• At least 1 year of experience as a team leader or supervisor, preferably for a customer support team at a SaaS company