Team Lead, Customer Support - Night Shift Remote

About the Role

We are seeking a dedicated Team Lead for Customer Support to join our remote team during the night shift. As a Team Lead, you will oversee a team of support specialists, ensuring exceptional service delivery and customer satisfaction. This is an exciting opportunity to lead a dynamic team and make a significant impact in our customer support operations.

What You'll Do

• Lead and mentor a team of customer support representatives, providing guidance and support to ensure high performance.
• Manage and optimize customer support processes, utilizing tools like Salesforce and Zendesk to enhance service delivery.
• Develop training programs and materials to enhance team skills and knowledge in technical support and customer service.
• Monitor team performance metrics and implement strategies for continuous improvement.
• Collaborate with cross-functional teams to address customer issues and improve product offerings.
• Ensure compliance with service level agreements (SLAs) and maintain high standards of customer satisfaction.
• Utilize AI-powered tools and machine learning insights to enhance customer interactions and support efficiency.
• Foster a collaborative and inclusive team culture that values employee contributions and recognizes achievements.

Requirements

• 5+ years of experience in customer support, with at least 2 years in a leadership role.
• Strong understanding of customer support tools such as Salesforce and Zendesk.
• Excellent communication and interpersonal skills, with the ability to motivate and inspire a remote team.
• Experience in technical support, preferably in a SaaS environment.
• Proficiency in AI and machine learning applications in customer service.
• Ability to work night shifts and manage a remote team effectively.
• Strong analytical skills to assess team performance and implement improvements.
• Experience with training and coaching team members to enhance their skills.

Nice to Have

• Experience with conversational design and AI-powered products.
• Familiarity with marketing operations and automation.
• Knowledge of applicant tracking systems and HR coordination.

What We Offer

• Competitive salary and equity options.
• Strong internal mobility opportunities within the company.
• Remote-friendly culture that promotes work-life balance.
• Collaborative and inclusive work environment.
• Recognition for company culture and employee satisfaction.
• Opportunities for professional development and training.
• Flexible working hours to accommodate different time zones.
• Access to cutting-edge tools and technologies to enhance your work experience.