Talantix.io
SpryPoint•11.03.26
AI SCORE 8.5

Remote Team Lead Customer Support - Join a Growing Software Company

$90K–$120K/year
RemoteUtility Software
CRM Software•Help Desk•Technical Support•AWS•Google Cloud Platform•Microsoft Azure

About the Role

We are seeking a Remote Team Lead Customer Support to join our innovative team at SpryPoint. As a leader in the utility software industry, we are revolutionizing how utilities serve their communities. This role is pivotal in ensuring our clients receive exceptional support, and you will manage a team of support analysts dedicated to delivering high-quality work. You will play a critical role in leading, guiding, and motivating the team to achieve their goals and deliver exceptional support to our clients.

What You'll Do

  • Define team and individual goals, training plans, and career development objectives.
  • Conduct regular one-on-one meetings with team members to monitor progress and support their growth.
  • Perform annual performance reviews for your team members.
  • Collaborate with other team leads to identify training needs and develop solutions.
  • Assist in the recruitment, onboarding, and effective ramping of new team members.
  • Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics.
  • Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents.
  • Provide expert-level troubleshooting and resolution for complex technical issues.

Requirements

  • 3-5 years of experience in the utility software industry.
  • 3-5 years of people management experience.
  • Strong experience with CRM software (FreshDesk, Jira, Zendesk).
  • Previous experience in leading a team of 5+ people.
  • Ability to research and troubleshoot software and technical issues.

Nice to Have

  • Experience with CIS, ERP, EAM software applications.
  • Understanding of modern web application support methodologies.
  • Familiarity with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure.

What We Offer

  • Remote-first environment with flexible working hours across North America.
  • Comprehensive compensation package that grows with you.
  • MacBook + $500 to create your ideal home workspace.
  • Health, dental, vision, and life insurance from day one.
  • Generous PTO, Summer Friday half-days, and unlimited sick days.
  • RRSP (Canada) and 401k (US) matching programs.
  • $2,500 annual development fund, tuition assistance, and Book Bounty program.
  • Annual company events and team offsites.
Language Requirements
EnglishC1
BasicIntermediateAdvancedNative
Why This Job8.5 of 10

This Remote Team Lead Customer Support position at SpryPoint offers a unique opportunity to lead a dedicated team in a rapidly growing software company. With a focus on customer satisfaction and a strong benefits package, this role stands out in the utility software industry.

Salary Range
Required
0/1
Optional
0/1
Bonus
0/1

Who Will Succeed Here

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Proficient in CRM software like Salesforce or Zendesk, with a solid understanding of how to leverage these tools for customer insights and team performance metrics.

→

Demonstrates strong remote leadership skills, including the ability to foster team cohesion and maintain high morale in a fully remote environment, utilizing tools like Slack and Zoom for effective communication.

→

Possesses a customer-centric mindset with experience in technical support for cloud services (AWS, Google Cloud Platform, Microsoft Azure), ensuring the team can troubleshoot and resolve complex issues efficiently.

Learning Resources

→Salesforce CRM Fundamentalscourse
→Customer Success: How to Reduce Churncourse
→Technical Support Basicsarticle

Career Path

Remote Team Lead Customer Support(Now)→Customer Support Manager(1-2 years)→Director of Customer Success(3-5 years)

Market Overview

Market Size 2024
$71B
Annual Growth
14.2%
AI Adoption
30%
Investment
+45%
Labour Demand
+25%
Avg Salary
$85K

Skills & Requirements

Required
CRM SoftwareHelp DeskTechnical Support
Growing in Demand
Data AnalysisCustomer Experience ManagementCloud Integration
Declining
On-Premises CRM SolutionsBasic Help Desk Software

Domain Trends

Increased AI Integration
CRM platforms are increasingly integrating AI capabilities, with 30% of companies adopting AI tools for customer support to enhance personalization and efficiency.
Shift to Cloud-Based Solutions
Over 70% of new CRM deployments are cloud-based, reflecting a significant shift from traditional on-premises solutions, driven by scalability and remote work needs.
Focus on Customer Experience
89% of companies are prioritizing customer experience as a key differentiator, leading to increased investments in CRM tools that support multi-channel engagement.

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