Client Support Team Lead

Trackforce; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Client Support Team Lead to enhance customer experience while mentoring a dedicated support squad. This role involves direct customer interaction, troubleshooting technical issues, and optimizing support processes. You'll collaborate with various internal teams to drive efficiency and foster a culture of continuous improvement. Embrace a fully remote work environment that values diversity, curiosity, and integrity. If you're passionate about customer support and ready to make a significant impact, this opportunity is for you!

Benefits

Flexible working hours

Fully remote environment

Diversity and inclusion initiatives

Qualifications

• 3+ years in SaaS customer support with leadership experience preferred.
• Strong problem-solving and communication skills are essential.

Responsibilities

• Lead a support team while providing frontline customer assistance.
• Troubleshoot issues and ensure high-quality support experience.

Skills

Problem-solving skills

Customer service

Technical troubleshooting

Leadership

Communication skills

Organizational skills

Tools

Zendesk

Jira

ServiceNow

Job description

Trackforce is the world's largest physical security workforce management SaaS company. Our technology provides physical security companies and corporations that employ guards with a single platform to manage their security workforce. We help improve response times, reduce administrative burdens, and lower costs.

Today, Trackforce serves 3,000+ clients in over 45 countries. We have over 300 employees with offices in Montreal, Paris, and London. However, we embrace being remote-first!

About the Role

We are seeking a Client Support Team Lead to play a dual role in leading a support squad while also providing frontline customer assistance. In this position, you will be responsible for handling customer inquiries, troubleshooting issues, and ensuring a high-quality support experience while also mentoring team members and optimizing support processes. You will work closely with internal teams to drive efficiency and continuous improvement in Client support.

Key Responsibilities:

• Provide direct frontline support by responding to customer inquiries via email, chat, and phone, ensuring timely and effective resolution of issues.
• Troubleshoot common technical issues and escalate complex problems to Tier 2 or engineering teams as needed.
• Lead and mentor a squad of client support specialists, providing guidance, training, and performance feedback.
• Monitor daily support operations to ensure adherence to SLAs and best practices for customer service.
• Track and analyze support trends, identifying opportunities for process improvements and self-service enhancements.
• Assist in creating and maintaining knowledge base articles, FAQs, and other self-service resources.
• Work closely with Client Success, Engineering, and Product teams to ensure customer needs are communicated and addressed.
• Contribute to the development of customer support policies and workflows to improve team efficiency and service quality.

Requirements

• 3+ years of experience in a SaaS customer support role, with leadership or mentoring experience preferred.
• Strong problem-solving skills with the ability to troubleshoot technical issues and communicate solutions effectively.
• Experience using customer support tools such as Zendesk, Jira, or ServiceNow.
• Excellent communication skills, both written and verbal, with a focus on customer service.
• Ability to balance direct customer support responsibilities with team leadership duties.
• Strong organizational and time-management skills, with the ability to multitask in a fast-paced environment.
• Familiarity with ITIL best practices is a plus.

Preferred Qualifications:

• Experience in a dual role involving both customer support and leadership responsibilities.
• Knowledge of API integrations, databases, or basic programming concepts.
• ITIL certification or other relevant industry certifications.
• Experience creating and maintaining customer support documentation.

Working at TrackForce

We offer a flexible and fully remote environment so that you can harmonize your personal life with the fantastic work you will do here. Our team is highly focused on delivering value for our customers. Our recent merger has enabled us to become the true market leader in the security workforce management software space.

The values we live by:

• Foster Curiosity
• Lead with empathy
• Take Ownership and be accountable
• Empower diversity
• Be True and act with Integrity.

#LI-Remote

Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and drive and do not meet all of the above, we encourage you to apply!

Trackforce is proud champions of diversity, equity, belonging, and inclusion. We have a zero-tolerance policy for any form of discrimination against people in protected classes or based on prohibited grounds. All qualified applicants will receive fair consideration for employment in compliance with the applicable employment and human rights legislation.