Customer Support Team Lead - (Remote - US)

The Customer Support Team Lead at Jobgether will primarily guide and mentor a remote team of customer support professionals. Key responsibilities include analyzing and interpreting performance metrics to meet KPIs, providing consistent coaching and feedback, overseeing onboarding and training, and managing customer escalations. The role also involves collaborating with various departments to enhance workflows and drive continuous improvement initiatives.

For the Customer Support Team Lead role at Jobgether, candidates should ideally possess 2-3 years of experience in customer support, with prior leadership experience preferred. Strong analytical skills, excellent communication abilities, and a track record of managing remote teams are critical. Familiarity with the SaaS or tech industry, proficiency in Microsoft Office, and a bachelor’s degree are valued but not mandatory.

Jobgether is dedicated to employee growth, providing opportunities for career advancement and internal development. The Customer Support Team Lead will have access to mentorship programs and regular coaching sessions, ensuring continuous learning and helping them stay on top of industry best practices.

The Customer Support Team Lead position at Jobgether is a remote-first role, promoting a flexible work environment. This allows for a great work-life balance while also fostering an inclusive and collaborative culture where feedback is encouraged, and team members are supported.

Jobgether offers a competitive salary and performance-based incentives for the Customer Support Team Lead. Additional benefits include an open Paid Time Off (PTO) policy, paid parental leave, comprehensive medical, dental, and vision coverage, and a 401(k) plan with company matching, all contributing to employee wellness and satisfaction.

When prioritizing tasks for the customer support team, start by assessing the urgency and impact of each task on customer satisfaction. Utilize metrics and customer feedback to determine trends, and foster open communication within the team to gauge workload and address immediate concerns effectively.

In analyzing performance metrics, I focus on key performance indicators like customer satisfaction scores, first response times, and resolution rates. By examining these metrics, I identify areas for improvement, celebrate team successes, and implement strategies to enhance overall service quality.

Managing customer escalations involves active listening, empathy, and a solution-oriented approach. I would ensure timely communication with the customer to clarify their issues, engage the necessary team members for resolution, and follow up to ensure satisfaction post-resolution.

Engaging remote team members hinges on consistent communication, recognizing achievements promptly, and creating channels for social interaction. Regular one-on-one check-ins, team meetings, and virtual team-building activities can maintain momentum and foster a sense of community.

My coaching approach revolves around constructive, actionable feedback tailored to individual team members. Regularly scheduled one-on-ones allow for focused discussions on performance, skill development, and personal goals while ensuring that feedback is balanced with recognition of strengths.

To identify improvement opportunities, I analyze performance metrics and customer feedback for recurring trends. I collaborate with team members to explore solutions and then implement small, testable changes while continuously measuring their impact to enhance our support processes.

My experience in remote team management includes utilizing digital collaboration tools to foster communication, setting clear expectations, and adapting management styles to address individual needs. I focus on building trust and rapport with team members, ensuring everyone feels valued and connected.

Challenges in managing customer support teams often arise from communication barriers or varying engagement levels. I addressed these by establishing clear communication protocols, encouraging regular feedback, and creating a culture where team members feel comfortable voicing concerns and ideas.

To ensure high-quality customer service, I emphasize regular training on best practices, foster a culture of accountability, and continuously evaluate feedback collected from customers. Incorporating learnings from evaluations into our support strategies drives service excellence.

I believe I would be a great fit for the Customer Support Team Lead role at Jobgether because of my passion for driving customer success, my track record of developing high-performing teams, and my analytical approach to using data to improve support processes, aligning perfectly with Jobgether's vision.