Customer Support Team Lead

Are you ready to lead the charge in supporting our clients by fostering an elite team? We're looking for a dynamic Support Team Lead to help our Technical Support Specialists thrive, grow, and deliver top-notch customer experiences. If you're someone who loves solving problems, mentoring teammates, and creating processes that enhance efficiency and results, this role is for you!

Who We Are: SalesRabbit is the leader in field sales, operating as the only fully integrated field sales management platform. Our continuously evolving, enterprise-ready solutions are transforming the way sales teams operate in the field.

Where We’re Headed: Based in Lehi, Utah, and with over 100 employees, SalesRabbit is growing fast and establishing itself as the ultimate solution for field sales teams and organizations.

The Secret to Our Success: We put our employees first. Along with competitive pay and benefits, we offer our team the perks you’d expect from a high-growth SaaS company. Additionally, our culture is rooted in grit, curiosity, and gratitude, and we’re looking for a leader who embodies these values.

To be a good fit for SalesRabbit, you should:
Possess a natural curiosity about how things work and how to improve them
Be equal parts humble and confident
Have grit like a honey badger

What You’ll Do:

As the Support Team Lead, you’ll have a key role in shaping the success of the Support team and the overall customer experience. Here’s what you’ll be doing:

• Coach and Develop: Mentor Product Specialists to help them achieve their professional goals, elevate their skills, and deliver exceptional customer support.
• Resolve Challenges: Act as an escalation point for complex or high-pressure cases, troubleshooting issues to ensure timely and effective solutions.
• Improve Processes: Identify opportunities for operational efficiency, develop best practices, and implement workflows that improve both team performance and customer outcomes.
• Collaborate Across Teams: Partner with Product, Engineering, and other departments to resolve technical challenges and provide customer feedback that informs company-wide improvements.
• Drive Results: Align team efforts with company goals, track team performance, and ensure customer satisfaction metrics are consistently met.

To be a good fit for SalesRabbit, you should:

• Be curious and always look for ways to grow and improve.
• Possess grit and resilience, with the determination to overcome challenges.
• Be equal parts grateful, humble and confident.
• Value collaboration and teamwork, knowing that the best results come from working together.
• Be passionate about delivering solutions that make a real impact.

To be a good fit for this particular role, you should be/have:

• Previous experience in a customer support, technical troubleshooting, or help desk role.
• A proven track record of mentoring or managing teams.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills, especially when handling complex or time-sensitive challenges..
• A collaborative mindset, willing to partner across departments to ensure customer success.
• Familiarity with SaaS products and technical troubleshooting.
• The ability to manage multiple priorities and stay organized while maintaining a positive attitude.

To receive Bonus Points (but not required):

• Familiarity with Zendesk, Jira, or similar customer service softwares.
• Experience working with field sales tools or CRM platforms.
• Specific experience in customer support leadership, such as a team lead or supervisor role.
• A passion for data-driven decision-making and analytics to improve team and customer outcomes.
• A history of successfully managing escalations or challenging customer situations with empathy and professionalism

Benefits:

• 10 paid holidays
• 20 Days of PTO
• Paid parental leave
• 401(k) 100% match up to 4% of salary
• Company phone plan covering service for employee and spouse/child
• Onsite gym and other wellness initiatives
• Fully stocked break room and weekly catered lunches
• Corporate Passes
• Women’s group 

SalesRabbit is proud to be an equal opportunity employer and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

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