Talantix.io
SpryPoint•18.02.26
AI SCORE 8.5

Remote Team Lead Customer Support - Transforming Utility Software

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

About the Role

Join SpryPoint as a Remote Team Lead Customer Support and play a pivotal role in transforming how utilities serve their communities. As a leader in our Client Success team, you will manage a group of support analysts, ensuring high-quality service delivery while fostering a customer-first mindset. This Remote Team Lead Customer Support position is crucial for maintaining our commitment to excellence and customer satisfaction.

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, and customer satisfaction ratings.
  • 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

  • Previous experience with CIS, ERP, EAM software applications.
  • Understanding of modern web application support methodologies.
  • Experience 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.
Why This Job8.5 of 10

This Remote Team Lead Customer Support position at SpryPoint offers an exciting opportunity to lead a dedicated team in the utility software industry. With a competitive salary and a commitment to employee growth, this role stands out.

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

Who Will Succeed Here

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In-depth knowledge of CRM software such as Salesforce or Zendesk, with a proven track record of using these tools to streamline customer support processes and improve team efficiencies.

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Strong leadership skills in a remote work environment, demonstrating the ability to motivate and engage team members through virtual communication, fostering a collaborative culture even when working from different locations.

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Extensive experience in cloud services like AWS, Google Cloud Platform, and Microsoft Azure, coupled with a problem-solving mindset that enables the candidate to troubleshoot complex technical issues efficiently while maintaining customer satisfaction.

Learning Resources

→Salesforce CRM Basicscourse
→Understanding Help Desk Softwarearticle
→AWS Technical Essentialscourse

Career Path

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

Market Overview

Market Size 2024
$45B
Annual Growth
14.4%
AI Adoption in CRM
75%
Investment in CRM Software
+35%
Labour Demand for CRM Roles
+20%
Avg Salary for Senior CRM Roles
$120K

Skills & Requirements

Required
CRM SoftwareHelp DeskTechnical Support
Growing in Demand
Data AnalyticsAI Chatbot IntegrationCustomer Experience Management
Declining
Traditional Help Desk SoftwareOn-Premise CRM Solutions

Domain Trends

Increased AI Integration
75% of companies are adopting AI tools to enhance customer interactions and automate support processes.
Cloud Migration
Over 60% of organizations are shifting to cloud-based CRM solutions, driven by the need for remote access and scalability.
Focus on Customer Experience
Companies investing in customer experience management are seeing a 20% increase in customer retention rates.

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