Customer Support Center Team Lead
Northwoods
full-time
Posted on:
Location Type: Hybrid
Location: Dublin • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Overseeing day-to-day support operations and ensuring an exceptional customer experience
- Managing and evaluating key support functions
- Driving process consistency
- Partnering closely with cross-functional teams to improve workflows, resolve complex issues, and enhance overall customer satisfaction
- Maintaining a deep understanding of the company’s products, managing internal processes and resources
- Supporting the training and development of new team members
- Analyzing support trends and identifying opportunities for improvement
- Presenting clear business cases that help leadership make informed decisions about current and future support strategies
- Monitoring team performance and providing guidance and insights to the team and management
- Acting as first level escalation point for more complex customer issues and inquiries
- Training new hires and identifying training needs for the team
- Mentoring and coaching team on troubleshooting, solution development, and customer communication best practices
- Contributing and maintaining internal knowledge bases and internal documentation
- Promoting knowledge sharing and consistency of support processes to keep knowledge up to date
- Working cross-functionally with other departments to improve and strengthen processes and relationships
- Working closely with development staff to prioritize and scope customer needs from development
- Attending project closure meetings to facilitate transition from implementation to support
- Researching and suggesting customer support best practices and implementing accordingly
- Performing other job-related duties as assigned
Requirements
- Bachelor’s degree in Business, Communications, Information Systems, or a related field
- Equivalent experience in customer support or technical support may be considered in lieu of a degree
- 3–5 years of customer support or service desk experience, preferably in a software/SaaS or technical environment
- 1–2 years of leadership experience, such as team lead, senior support specialist, or informal leadership/mentorship responsibilities
- Demonstrated experience with troubleshooting processes, customer communication, and support best practices
- Experience working cross-functionally with product, development, or implementation teams is strongly preferred
- Familiarity with ticketing systems, SLAs, and support metrics/KPIs
- Experience training or onboarding new team members is a plus
- Three plus years of IT operations or IT administration or IT support experience
Benefits
- Medical (includes H.S.A. option with employer contribution)
- Dental and vision insurance
- Short- and long-term disability
- Company paid basic life insurance
- 401(k) with 4% company match and immediate vesting
- Free financial education and consultation
- Wellness program that helps you earn lower premiums
- Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
- 12 weeks fully paid parental leave
- Up to $5,000 adoption fee reimbursement
- $500 wellness reimbursement after 60 days of employment
- Generous PTO policy and 10 company paid holidays
- Company paid cell phone plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical supporttroubleshooting processessupport best practicessupport metricsSLAsIT operationsIT administrationIT support
Soft skills
leadershipmentoringcoachingcommunicationproblem-solvingteam managementcross-functional collaborationtraininganalytical skills