Headquarters: Miami Beach, FL
URL: https://simpletexting.com
One of the reasons we’ve grown so fast over the last four years —besides our powerful and easy-to-use platform—is that we deliver fast, friendly, and empathetic support.
As our team continues to grow, we’re on the hunt for a hard-working person to join us as a Customer Support Team Lead! 🙌
So, overall:
If that sounds like an exciting opportunity, then let’s get to the details. 👇
Responsibilities
Manage the day-to-day of your team to ensure a high-quality support experience for all customers
Coach customer support specialists, contributing to a supportive and growth-oriented environment
Regularly review performance and metrics, proactively identifying trends
Create intervention and improvement plans for team members to ensure the team is meeting requirements
Coordinate with other departments to improve the experience of the team and customers
Advise on, and directly handle, customer escalations to help your team resolve customer opportunities
Evaluate workflows and processes to recommend improvements that increase team and customer satisfaction
Listen to feedback from team members and resolve any issues
Assist in training new hires to make sure they start off strong
This Role Is For You If
You love making people and teams better
You’re comfortable holding yourself and others accountable
Going above and beyond for people gives you a warm and fuzzy feeling
You’re not afraid to make tough calls
You don’t just complete tasks, you also think strategically about the big picture
You have a customer first attitude
You live the SimpleTexting values in everything you do
Required Qualifications
Ability to inspire and develop individual teammates
Demonstrable critical thinking, communication, tech, and creative problem-solving skills
Willingness to take ownership over issues.
Self-starter with a positive attitude. You don’t get fazed by change.
Highly organized. You can effectively juggle several different priorities.
Able to become a SimpleTexting power user. You have the skills to learn our product inside and out.
At least two years experience as an individual contributor in a customer support role, preferably for a SaaS company
At least 1 year of experience as a team leader or supervisor, preferably for a customer support team at a SaaS company
Location
Remote (based in the USA and the Philippines)
Salary Range
$45,000 – $65,000 USD within the USA. Exact compensation varies based on skills, experience, and location
Compensation and Benefits
Compensation will be based upon current experience and market standards
This is a full-time position with a set schedule during US daytime hours
Flexible time off policy
Remote
To apply: https://weworkremotely.com/remote-jobs/simpletexting-customer-support-team-lead-usa
