Customer Support Team Lead
Hybrid
Full Time
#Process Improvement
#Performance Management
#Coaching
#Customer Management
#Customer Support Management
Are you ready to help small businesses make a real impact by connecting with their audiences through text messaging? At SimpleTexting, we have spent the last four years building a powerful platform that helps companies communicate effectively. Our rapid growth is fueled by our commitment to providing fast, empathetic, and friendly support to every single user. We are looking for a passionate leader to join our team and help us continue to exceed customer expectations.
What you bring
As a Senior Customer Support Team Lead, you will play a vital role in our SaaS organization by overseeing a dedicated group of specialists. This is a full-time, hybrid position based in the United States. You will be responsible for the following:
- Guiding the daily operations of your team to ensure every customer receives a high-quality support experience.
- Providing ongoing coaching and mentorship to support specialists to foster a growth-oriented environment.
- Analyzing performance metrics and trends to implement process improvements that boost overall satisfaction.
Requirements
We are looking for someone who thrives on making teams better and is comfortable holding others accountable. You should possess strong critical thinking and creative problem-solving skills, along with the ability to master our product as a power user. Candidates must have at least two years of experience as an individual contributor in a customer support role, ideally within a SaaS environment, and at least one year of experience in a leadership or supervisory capacity. You should be a highly organized self-starter who is fluent in English and capable of handling escalations with a customer-first attitude.
What we offer
We believe in supporting our team members both inside and outside of the office. We provide a comprehensive suite of benefits designed to help you stay healthy, secure your future, and maintain a great work-life balance.
- Medical, dental, and vision insurance plans.
- 401k retirement savings options.
- Flexible work hours and a hybrid work environment.
- A dedicated home office budget.
- A learning budget to support your professional development.
- Life insurance coverage.
- Generous paid time off.
How to Apply
If you are excited about the prospect of leading a talented team and helping us deliver outstanding service, we would love to hear from you. Please submit your application to join our mission and help us shape the future of business communication.
