Customer Support Team Lead

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

Job summary

A leading experience management provider is seeking a Customer Support Team Lead to enhance team productivity and solve complex problems. The ideal candidate will have strong technical adaptability and customer service skills, ensuring seamless support across teams in a fully remote environment.

Benefits

Unlimited PTO

Technology provided

Remote-first workplace

Qualifications

• Minimum of 3 years in customer support or similar roles.
• Ability to explain technical solutions to non-technical audiences.

Responsibilities

• Providing guidance and support to the team as the technical expert.
• Removing blockers to team productivity.
• Handling escalations for internal and external customers.

Skills

Technical Adaptability

Customer Service

Problem Solving

Education

Bachelor’s Degree

Job description

Customer Support Team Lead

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team. The Team Lead will act as the technical expert, responsible for removing blockers that hinder team productivity and developing cross-functional relationships within the organization to solve complex problems.

Why work at SMG?

SMG is a leading experience management (XM) provider, serving restaurants, retailers, and multi-location consumer businesses by transforming how brands leverage customer and employee insights. With a rich 30-year history, SMG combines an enterprise software platform with professional services to help brands generate revenue, reduce detractors, and improve operational efficiency. Our 2024 acquisition of Bulbshare enhances our ability to help organizations grow through real-time customer collaboration in over 30 markets worldwide.

What we offer:

• A work-hard, fun environment with smart, talented, curious teams.
• A values-driven culture focused on connection, collaboration, and co-creation.
• Remote-first workplace (fully remote).
• Unlimited PTO.
• Technology provided.

We celebrate diversity and are committed to creating an inclusive work environment where all colleagues feel belonging, respected, and have equal access to opportunities.

As a Customer Support Team Lead at SMG, your responsibilities will include:

• Providing guidance and support to the team as the technical expert.
• Removing blockers to team productivity.
• Handling escalations for internal and external customers.
• Monitoring queues and managing assignments based on organizational priorities.
• Improving team processes focusing on automation, simplification, and ticket deflection.
• Communicating proactively with various audiences.
• Identifying patterns and developing strategies to address potential problems.
• Conducting 1:1 meetings, quality reviews, and weekly team meetings.
• Collaborating with other teams to ensure seamless support.
• Ensuring adherence to company policies and guidelines.
• Self-managing and prioritizing tasks effectively.

Ideal candidate:

• Bachelor’s degree or equivalent experience.
• Minimum of 3 years in customer support or similar roles.
• Proven ability to prioritize and provide solutions.
• Strong technical adaptability and solution implementation skills.
• Ability to explain technical solutions to non-technical audiences.
• Excellent written and verbal customer service skills.
• Comfortable providing quick solutions across multiple products.
• Fluent in English.

About SMG:

Learn more about our solutions at www.smg.com.