Customer Support Team Lead - Remote

About the Role

We are seeking a Customer Support Team Lead - Remote to join our dynamic team. In this role, you will lead a team of customer support professionals, ensuring exceptional service delivery and operational excellence. You will play a crucial role in enhancing customer engagement and satisfaction while fostering a positive work environment.

What You'll Do

• Lead and mentor a team of customer support representatives, providing guidance and support to ensure high performance.
• Develop and implement training programs to enhance team skills and knowledge in customer service best practices.
• Monitor team performance metrics and provide regular feedback to team members to drive continuous improvement.
• Manage escalated customer issues and ensure timely resolution, maintaining high customer satisfaction levels.
• Collaborate with cross-functional teams to improve support processes and enhance the customer experience.
• Utilize tools such as Zendesk and Salesforce to track customer interactions and streamline support operations.
• Conduct regular team meetings to share updates, celebrate successes, and address challenges.
• Participate in lifecycle marketing initiatives to enhance customer engagement and retention.

Requirements

• 5+ years of experience in customer support or related field, with at least 2 years in a leadership role.
• Strong understanding of customer support processes and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and team members.
• Experience with support tools such as Zendesk and Salesforce.
• Proven ability to manage and resolve escalated customer issues effectively.
• Strong analytical skills to assess team performance and identify areas for improvement.
• Passion for delivering exceptional customer service and driving team success.

Nice to Have

• Experience in the Insurtech industry.
• Familiarity with email marketing and sales enablement strategies.
• Knowledge of veterinary terminology is a plus.

What We Offer

• Comprehensive health, vision, and dental coverage.
• HSA/FSA options for flexible spending.
• 401(k) retirement planning with employer matching.
• Unlimited paid time off to promote work-life balance.
• Annual company holidays and recharge days off.
• 12 weeks of parental leave for eligible employees.
• Company-paid pet wellness and insurance plans.
• Regular company-wide events and team gatherings to foster team spirit.