Customer Support Team Lead

SMG; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading experience management provider is seeking a Customer Support Team Lead. This role involves acting as a technical expert, guiding the team, and improving processes to enhance operational efficiency. Join a remote-first company that values collaboration and offers unlimited PTO.

Benefits

Unlimited PTO

Tech provided

Work hard, have fun environment

Values-driven culture

Qualifications

• Minimum 3 years’ experience in Customer Support or similar role.
• Proven track record in support roles focused on prioritization and solutions.

Responsibilities

• Be the technical expert for the team, providing guidance and support.
• Identify and remove blockers hindering team productivity.
• Continuously evaluate and improve team processes.

Skills

Customer Service

Problem Solving

Communication

Technical Expertise

Self-management

Education

Bachelor’s degree

Job description

Customer Support Team Lead

We are seeking a highly skilled and experienced Customer Support Team Lead to be a part of our team. The Customer Support Team Lead will act as the technical expert and will be responsible for identifying and removing any blockers that may hinder the team's productivity. They will also develop cross-functional relationships with other peer teams and leads within the organization to prioritize and solve complex problems.

Why work at SMG?

SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other multi-location consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG uniquely pairs an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. With our 2024 acquisition of Bulbshare, we also help the world’s leading organizations grow through real-time customer collaboration by building mobile-first customer communities in over 30 markets worldwide, enabling clients to collaborate with consumers quickly and effectively for insights, ideation, and advocacy.

What we offer our talent

• Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge.
• Values-driven culture where we connect, collaborate & co-create.
• Remote-first company (fully remote)
• Unlimited PTO
• Tech provided

We have a diverse, experienced, friendly team that will welcome, support, and challenge you. We are proud to be an equal opportunity employer, celebrating diversity and creating an inclusive work environment where all colleagues experience belonging, have their needs respected and met, and have equal access to opportunities and resources.

Role Responsibilities

• Be the technical expert for the team, providing guidance and support to team members.
• Identify and remove blockers hindering team productivity.
• Handle escalations as the first contact and face of the team for all internal and external customers.
• Monitor the queue, handle assignments and reassignments based on organizational goals and priorities.
• Continuously evaluate and improve team processes focusing on simplification, automation, and ticket deflection to enhance operational efficiency and customer experience.
• Provide proactive communication tailored to the audience (customers, stakeholders, ELT members, etc.)
• Identify patterns that could become problems and develop strategies to address them.
• Conduct 1:1 meetings about quality and ticket resolution and lead weekly team meetings.
• Identify improvement opportunities and develop strategies aligned with organizational goals.
• Collaborate with other teams and leads to ensure a seamless customer support experience.
• Ensure team adherence to company policies, procedures, and guidelines.
• Self-manage and prioritize tasks to ensure timely resolution of customer issues.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 3 years’ experience in Customer Support or a similar role.
• Proven track record in support roles focused on prioritization and solutions.
• Ability to self-manage and prioritize tasks effectively.
• Experience adapting to technology and implementing solutions quickly.
• Ability to explain technical solutions to a non-technical audience.
• Strong written and verbal customer service skills.
• Comfortable providing quick solutions across multiple products.
• Excellent command of English.

About SMG

To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.