Product Support Team Lead (Remote)

As a Product Support Team Lead at WorkRamp, you will lead, coach, and mentor a team of product support representatives. Your primary responsibilities will include providing hands-on support to customers, managing complex inquiries and escalations, fostering a customer-centric environment, and implementing training programs for team growth. Collaborating across departments to resolve product issues and continuously updating your team's product knowledge are also key parts of your role.

To be considered for the Product Support Team Lead position at WorkRamp, you should have a proven background in product support or technical support roles, along with 1-2 years of experience in a leadership capacity, preferably in enterprise SaaS. Strong technical problem-solving skills, effective communication abilities, and an aptitude for multitasking in a fast-paced environment are essential. Familiarity with tools like Intercom and Salesforce is a plus, as is a strong sense of empathy for customers.

The company culture at WorkRamp is built on core values such as maintaining a startup mentality, placing the customer first, and promoting a collaborative environment. As a Product Support Team Lead, you will find yourself in a supportive and fast-paced atmosphere that values every team member's contributions. You will be encouraged to help each other succeed, embrace a growth mindset, and make lasting impacts on both the customer experience and your team's development.

Absolutely! The Product Support Team Lead position at WorkRamp is fully remote, allowing you to work from anywhere in the U.S. This flexibility is a core part of our remote-first culture, ensuring that you can balance your professional and personal life effectively while still being a part of an innovative and supportive team.

WorkRamp offers a comprehensive benefits package for the Product Support Team Lead position, which includes generous paid time off, paid parental leave, equity opportunities, full healthcare coverage, and financial security with life insurance and employer-paid disability plans. Additionally, you'll receive support for your work-from-home setup and access to a wealth of wellness programs, ensuring that you thrive both personally and professionally.

In your response, highlight specific leadership roles you've held, focusing on how you guided teams, fostered collaboration, and improved service quality. Share metrics or outcomes that demonstrate your impact, and discuss how you motivate your team members to achieve their best.

Describe your approach to tackling complex customer issues, emphasizing your problem-solving skills. Explain how you prioritize inquiries, collaborate with your team, and ensure timely resolutions while maintaining high customer satisfaction.

Provide a specific example of a challenging product issue you encountered, detailing the steps you took to investigate, resolve the problem, and communicate with both the team and customers. Emphasize the positive outcome and any lessons learned.

Talk about techniques you implement to maintain enthusiasm among team members, such as recognizing individual achievements, fostering an inclusive team environment, and providing ongoing training and development opportunities.

Discuss the methods you employ to keep your team informed of product changes, including regular training sessions, team meetings, and leveraging documentation tools. Mention how you encourage questions and discussions to enhance knowledge sharing.

Explain the process you follow to collect, analyze, and act upon customer feedback. Highlight how you collaborate with cross-functional teams to implement changes based on that feedback and how it benefits customer satisfaction.

Outline your approach to managing multiple inquiries concurrently, demonstrating how you assess urgency and importance. Include examples of tools or methods you use to track and prioritize tasks efficiently.

Discuss the significance of empathy in customer interactions and how it influences your support style. Provide an example of how demonstrating empathy improved a customer's experience.

Share your conflict resolution strategy, emphasizing your commitment to open communication, understanding different perspectives, and working collaboratively to find solutions. Mention an example if possible.

Describe your philosophy on continuous improvement, discussing how you gather data, solicit team input, and test new practices or technologies to enhance the overall customer support process.