Customer Support Team Lead (Remote- US Based)

Job Summary

The Customer Support Team Lead at Gingr is a critical role responsible for managing the daily operations of the Customer Support Team, overseeing Tier 1, Tier 2, and Tier 3 agents, and actively contributing as a senior agent. This role involves close collaboration with the Customer Support Manager, other Team Leads, and cross-functional teams to ensure exceptional customer service across all communication channels (phone, email, and chat).

The role also focuses on driving process improvements, managing escalations, and supporting the team's growth as the department scales to meet increasing demands.

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.
• Act as a senior agent, resolving complex customer issues across all tiers and ensuring customer satisfaction.
• 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.

Requirements

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  Experience:

  
  
  
  
  • 3-5 years of customer-facing experience, with a focus on customer support.
  • At least 2 years of leadership experience managing people across multiple support tiers.
  • Prior experience in the pet-care industry is highly valued.
  
  
  
  
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  Skills:

  
  
  
  
  • Strong leadership abilities with the capacity to manage teams with varying experience levels.
  • Excellent communication skills, both verbal and written, for internal collaboration and external customer interaction.
  • Strong problem-solving skills and an analytical mindset to drive process improvements and address complex customer issues.
  • Proficient in multitasking and maintaining efficiency in a fast-paced environment.
  • Results-oriented with a proactive, detail-oriented, and adaptable approach.
  • A team player with patience and a positive attitude, capable of motivating and inspiring team members.
  
  
  
  
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  Technical Proficiency:

  
  
  
  
  • Required: Experience with Zendesk and Stripe.
  • Preferred: Experience with HubSpot and familiarity with Gingr software.
  
  
  
  
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  Education:

  
  
  
  
  • High School Diploma or equivalent required.
  
  
  
  

Excited about this role but don't meet every single requirement?Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity:Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $50,000 USD per year

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

This role is supporting our Petcare vertical solution https://www.togetherwork.com/vertical-solutions/pet-care/