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Cents · 1 day ago

Software Support Team Lead

New York, NY

Full-time

Hybrid

Senior Level

$70K/yr - $80K/yr

Cents is a New York–based technology company focused on transforming the laundry industry through innovative SaaS solutions. As the Software Support Team Lead, you will lead a team of Software Support Specialists, ensuring exceptional customer support while collaborating with cross-functional teams to enhance the platform's stability and performance.

FinTechHardwareSaaS

Responsibilities

Lead, coach, and develop a team of Software Support Specialists to deliver fast, empathetic, and technically accurate customer support

Manage daily team operations, including queue monitoring, prioritization, and resource allocation to ensure SLAs and quality metrics are consistently met

Act as the primary point of escalation for complex technical issues, collaborating with Product and Engineering teams to identify root causes and long-term solutions

Partner with cross-functional teams (Engineering, Product, Operations, Billing) to communicate recurring issues, streamline workflows, and improve platform stability

Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities

Develop and maintain documentation, internal training materials, and troubleshooting guides to enable faster onboarding and continuous learning

Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations

Contribute to the culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions-first mindset

Qualification

CRM systemsTicketing systemsCustomer support processesPoint-of-Sale systemsPayment platformsProcess improvementTechnical problem-solvingCustomer communicationTeam leadershipCollaborative teamwork

Required

Creative, persistent, and possessing a dynamic personality

Comfortable and adaptable to a fast-paced, scaling startup environment

Quick to adapt and a strong advocate for collaborative teamwork

Tech-savvy with proficiency in internal tools and efficient customer communication management

Proven ability to manage and prioritize multiple tasks and projects simultaneously

Hands-on experience with CRM (Customer Relationship Management) and/or ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage

Preferred

Bonus points for experience with Point-of-Sale (POS) systems, payment platforms, or related SaaS tools used in business operations

Benefits

Competitive salary

Equity

Unlimited PTO and paid holidays

Remote-first with offices in New York City and San Francisco

Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability

401(k)

Work-from-home and commuter benefits

Laundry allowance to support our customers’ businesses

Comprehensive training, learning, and development programming

Access to hundreds of discounts and rewards from renowned vendors, including deals on health & wellness, travel, dining, auto insurance, and so much more!