Customer Support Lead - Coaching & Escalations

7Seventy Recruiting; United States; On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Employer-matched 401(k)

Paid parental leave

Stock options

Health and wellness reimbursements

Paid time off

15 paid holidays including birthday

Home office tools

Job summary

7Seventy Recruiting is seeking a Customer Support Lead to oversee day-to-day operations and mentor a small team of support agents in a SaaS environment. You will handle escalations, manage tickets, calls, and live chat, and work with the Customer Support Manager to improve processes and training.

This role emphasizes coaching, onboarding new teammates, and contributing ideas to scale the support organization.

Qualifications

• At least 2 years of relevant Customer Support experience in a SaaS or software company environment.
• Prior managerial or lead experience.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail.
• Project management skills and the ability to prioritize tasks in a fast-moving, dynamic environment.
• Ability to align with organizational values.

Responsibilities

• Mentor and coach a cohort of customer support agents to ensure tickets, calls, and chats are handled quickly and efficiently.
• Provide backup coverage for the Customer Support team during peak support periods.
• Serve as an escalation point for designated red-client issues, Jira escalations, and Tier 2 tickets as needed.
• Provide feedback to the Customer Support Manager regarding agent training needs and ideas for longer-term strategic improvements to the support team.
• Provide the Customer Support Manager with feedback to support individual 1:1 meetings with agents.
• Monitor and manage support queues during designated shifts to maintain appropriate coverage across all live queues.
• Lead live coaching sessions through Zoom to assist agents with customer support tickets.
• Support new team members with product training and help build strong knowledge of product features and support workflows.
• Identify opportunities to improve internal support processes and provide feedback on the efficiency and performance of the support organization.

Skills

Customer support leadership

Coaching and mentoring

Communication skills

Attention to detail

Project management

Prioritization in fast-paced env

Interpersonal communication

Education

High school diploma

Tools

Jira

Job description

7Seventy Recruiting is seeking a Customer Support Lead to oversee day-to-day operations and mentor a small team of support agents in a SaaS environment. You will handle escalations, manage tickets, calls, and live chat, and work with the Customer Support Manager to improve processes and training.

This role emphasizes coaching, onboarding new teammates, and contributing ideas to scale the support organization.