About Our Client

Their next-gen suite of website engagement and AI sales assistants streamline the buying process for prospects and automate repetitive tasks for sales teams, driving higher conversion rates and increased NOI. Their unique blend of groundbreaking technology and deep industry expertise have made them the most widely adopted AI toolset in the market, used by over 5,500 communities to generate over $2.8 billion. They are backed by by Silversmith Capital Partners and Riverside Acceleration Capital.

The Role

The leading AI-powered Sales & Marketing platform for senior living and healthcare organizations is seeking an experienced Support Team Lead to join a global customer support organization at the leading AI-powered Sales & Marketing platform for senior living and healthcare organizations. The ideal candidate will bring a strong background in SaaS support, with proven leadership skills to manage and develop our front line product support team. You will be responsible for implementing strategies to enhance customer satisfaction, optimize resolution times, and continuously improve our support processes. They need someone who can analyze performance metrics, manage knowledge bases, collaborate across departments, and provide valuable insights for product development. The right person for this role will have a mix of technical proficiency, analytical skills, and a passion for delivering exceptional customer experiences in a fast-paced, global environment.

What You’ll Own

• Team Leadership: Lead a team of Level 1 support representatives

• Strategy Development: Together with other Support leadership develop and implement support strategies to improve customer satisfaction and reduce resolution times

• Performance Analysis: Monitor and analyze support metrics to identify trends and areas for improvement

• Knowledge Management: Lead team to create and maintain internal and external product documentation, including FAQs and troubleshooting guides

• Cross-functional Collaboration: Collaborate with other departments to address product issues and enhance customer experience

• Issue Resolution: Provide escalation support for complex customer issues

• Team Development: Train and mentor support team members to improve their skills and knowledge

• Product Insight: Participate in product development discussions to provide insights from the support perspective

What You’ll Bring

• Education: Bachelor's degree in Business, Computer Science, or related field (or equivalent experience)

• Support Experience: 5+ years of experience in customer support or technical support roles

• Leadership Experience: 2+ years of experience in a management or team lead position

• SaaS Expertise: 3+ years of experience working with SaaS products, preferably in a support or customer success capacity

• Global Team Experience: Proven experience collaborating with leading global teams across multiple time zones

• Analytical Abilities: Excellent problem-solving and analytical skills

• Technical Proficiency: Proficiency in support ticket management systems like Zendesk and CRM software

Compensation

Our openings span more than one career level. The starting salary for this role is between $110,000 and $ 130,000 USD. The provided salary depends on many factors, such as location, work experience and transferable skills, business needs and impact, and market demands.

• Comprehensive benefits package, including health insurance, retirement plans, and more.

• Opportunities for professional development and career advancement.