Important Notice:
This job posting is exclusively for current Togetherwork employees. Applications from external candidates will not be considered at this time.
If you are not a Togetherwork employee interested in joining our team, please explore future opportunities on our public career page: https://www.togetherwork.com/careers/.
Job Summary
The Customer Support Team Lead is a vital role that entails overseeing our customer support operations and actively contributing to the team. This position involves collaboration with the Customer Support Manager and other Team Leads to deliver superior customer service through phone, email, and chat.
Responsibilities
- Oversee daily operations of the Customer Support Team, including management of Tier 1, Tier 2, and Tier 3 support agents.
- Act as a senior agent, ensuring customer satisfaction and resolving complex issues across all tiers.
- Mentor, coach, and provide training to the support staff; oversee performance reviews.
- Serve as the primary contact for customer escalations and coordinate with Product and Development teams for software issues.
- Manage and analyze incoming support inquiries, maintaining performance metrics.
- Engage in the hiring, onboarding, and offboarding processes for team members.
- Work with the Learning & Knowledge Specialist to develop training materials for new team members.
- Continually assess and improve support processes and documentation.
- Assist in the creation and maintenance of customer self-service resources.
Requirements
- 3-5 years of customer support experience.
- 2 years of leadership skills; experience in managing people across various tiers of customer support.
- Excellent communication skills, both verbal and written.
- Strong problem-solving skills and analytical mindset.
- Capable of multitasking and maintaining efficiency under pressure.
- Results-oriented, adaptable, and thriving in a fast-paced environment.
- Team player with a patient, positive, and proactive approach.
- High School Diploma or equivalent required.
- Prior experience in the pet-care industry is highly valued.
Employee Referral Bonus
This position is eligible for a $1,000 employee referral
Access Referral Form Here
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
What We Do
Togetherwork is building the leader in Group Management Software and Payments by bringing together companies serving a wide variety of groups – from Home Owners Associations to Sports Leagues to Cultural Institutions to Summer Camps.
We are building on the foundation of OmegaFi, the 25-year leader in providing software and payments services to fraternities and sororities. Recent acquisitions include summer camp, scouting and museum and zoo management software companies.
We are actively looking for successful companies to join Togetherwork and help us build the future. Please contact [email protected] for more information.
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