Product Support Team Lead at WorkRamp

At WorkRamp, we believe that the best companies grow through learning. We are building the world’s leading Learning Cloud, which is trusted by market leaders like Box, Lattice, and Brex to power both employee and customer education. Our team operates with a remote-first mindset, rooted in our core values of maintaining a startup pace, prioritizing the customer experience, and winning together as one team.

The role

We are looking for a hands-on Product Support Team Lead to join us in a full-time, remote capacity. This is a leadership position that requires you to act as a player-coach. You will balance the responsibility of mentoring a small team of support representatives with the need to jump into the queue to handle direct customer inquiries yourself. We are seeking someone with 1 to 2 years of leadership experience who is ready to thrive in a fast-paced environment.

Core responsibilities

• Lead, coach, and mentor a team of product support representatives to ensure high performance and professional growth.
• Provide direct, hands-on support to our customers by resolving complex technical escalations and inquiries.
• Collaborate across different departments to address product issues and improve the overall customer experience.

Skills and experience

To be successful in this role, you should possess the following qualifications:

• Proven experience in a product or technical support role, including 1 to 2 years in a leadership capacity.
• Strong technical problem-solving abilities and excellent written communication skills.
• Proficiency with tools such as Intercom and Salesforce.
• The ability to multitask effectively, such as managing multiple live chat conversations while navigating software and documentation.
• A process-driven mindset with a high level of attention to detail.
• A deep sense of empathy for customers and a commitment to meeting service level agreements.
• The ability to work during our required shift hours of 8am to 5pm PST.

Compensation and benefits

We provide a comprehensive benefits package designed to support your health, well-being, and long-term financial success. Our offerings include:

• Remote work flexibility, allowing you to work from anywhere.
• Comprehensive medical, dental, and vision insurance.
• Equity compensation to ensure you share in our success.
• A 401k plan to help you invest in your future.
• Paid time off, including vacation, sick leave, and company holidays.
• Disability insurance coverage.
• Support for your home office setup.

How to apply

If you are a problem-solver with a passion for leadership and customer success, we would love to hear from you. Please submit your application to join our team. Please note that at this time, we are unable to provide work visa sponsorship.