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Togetherwork · 1 day ago

Customer Support Team Lead (Hybrid - Atlanta,GA)

Atlanta, GA

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Togetherwork is a $250M recurring revenue SaaS business with over 33 software applications serving 12+ vertical markets. The Customer Support Team Lead is responsible for managing daily operations of the Customer Support Team, mentoring agents, and driving process improvements to ensure exceptional customer service.

Real EstateSaaSSoftware

Responsibilities

Oversee daily operations of the Customer Support Team, managing a group of 6–8 direct reports across Tier 1, Tier 2, and Tier 3 agents

Mentor, coach, and provide training to team members, including performance reviews and professional development plans

Serve as the primary contact for customer escalations, particularly software-related issues, and coordinate with Product and Development teams to address defects and deliver solutions

Manage incoming support inquiries, ensuring performance metrics such as ticket closure rates and CSAT scores are met

Collaborate with the Customer Support Manager and other Team Leads in weekly meetings to discuss open projects and operational goals

Work closely with the Learning & Knowledge Specialist to develop and update training materials for onboarding new team members and upskilling existing staff

Contribute to the hiring, onboarding, and offboarding processes for team members, ensuring smooth transitions and alignment with team needs

Continually assess and improve support processes and workflows to accommodate team growth and enhance scalability

Assist in creating and maintaining customer self-service resources, identifying gaps, and enhancing content

Qualification

Customer support experienceLeadership experienceProblem-solving skillsTechnical proficiencyMultitaskingCommunicationTeam playerDetail-orientedAdaptability