Hybrid Customer Support Team Lead

Posted last week

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About the role

  • Oversee daily operations of the Customer Support Team, managing Tier 1, Tier 2, and Tier 3 support agents.
  • Act as a senior agent, ensuring customer satisfaction and resolving complex issues across all support tiers.
  • Mentor, coach, and train support staff; oversee performance evaluations and provide constructive feedback.
  • Manage customer escalations and collaborate with Product and Development teams on software-related issues.
  • Analyze support inquiries and maintain key performance metrics to improve team efficiency.
  • Lead hiring, onboarding, and offboarding processes for customer support team members.
  • Collaborate with the Learning & Knowledge Specialist to develop training materials and improve team knowledge.
  • Continuously assess and refine support processes, documentation, and self-service resources.

Requirements

  • 3-5 years of customer-facing experience, with a focus on customer support.
  • Proven leadership experience, managing teams across various support tiers.
  • Exceptional communication skills, both verbal and written.
  • Strong problem-solving abilities with an analytical and detail-oriented mindset.
  • Ability to multitask and maintain efficiency under pressure.
  • Results-driven, adaptable, and thrives in a fast-paced environment.
  • A team-oriented mindset with a patient, positive, and proactive approach.
  • High School Diploma or equivalent required.
  • 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
  • 401(k) option with 100% company match up to 4%
  • Flexible paid personal/vacation time built on mutual trust and accountability
  • 10 sick days annually
  • 10 company paid holidays
  • 6 weeks paid parental leave
  • Pet Insurance
  • Medical Travel Benefits
  • Infertility Benefits
  • Teladoc
  • Employee Assistance Program
  • Wellness Benefits & Engagement Platform

Job title

Customer Support Team Lead

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

High School Diploma

Location requirements

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