Lead Software Support Specialist

TravelNet Solutions; United States; On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Full medical, dental, and vision

Flexible paid time off

Health Savings Account with up to a $2

Up to $900 a year in Wellness Rewards

Retirement plan with employer match

Professional training and development

Company-paid life insurance and long‑n

Flexible work environment

Job summary

Track is seeking a Lead Software Support Specialist to join our growing team in the United States. You will lead a Tier 1 team, handle a personal queue, and ensure smooth escalations to Tier 2 with clear documentation.

You will own QA across channels, coach performance, monitor workloads, and drive improvements in customer interactions while aligning with company goals and SLAs.

Qualifications

• Strong Tier 1 or Tier 2 support experience.
• Prior experience leading a team and coaching.
• A track record of handling high ticket volume without sacrificing quality.
• Ability to learn accounting, finance, or payments workflows quickly.
• Strong documentation habits and attention to detail in ticket and QA review.

Responsibilities

• Handle a consistent volume of tickets, chats, and calls while maintaining high-quality customer interactions.
• Lead and coach a team of Tier 1 specialists, driving engagement, accountability, and consistent performance.
• Own QA across tickets, chats, and calls, and turn those reviews into real-time coaching that sharpens troubleshooting and communication.
• Act as the first escalation point for Tier 1, resolving what you can and documenting clear context and reproduction steps for anything that moves to Tier 2.
• Monitor queues and workload distribution to keep response times and SLAs on track.
• Run regular 1:1s, deliver direct feedback, and support the onboarding and growth of new team members.
• Spot trends in team performance and customer pain points, and bring those insights back to leadership.

Skills

Tier 1 support

Tier 2 support

Team leadership

High ticket handling

Documentation

Excellent communication

Tools

Zendesk

Salesforce

Job description

• Excellent written and verbal communication

Are you ready to Level Up?

Join our growing team as a Lead Software Support Specialist

About The Role

The Lead Software Support Specialist is a working lead who owns both a personal share of support volume and the day-to-day performance of a team of Tier 1 specialists. You will report to the Director of Customer Support, serve as the first line of leadership for your team, and keep escalations to Tier 2 clean and well documented. This is a hands-on seat built for someone who wants to be in the queue every day, not just managing it from a distance.

What you will do

• Handle a consistent volume of tickets, chats, and calls while maintaining high-quality customer interactions
• Lead and coach a team of Tier 1 specialists, driving engagement, accountability, and consistent performance
• Own QA across tickets, chats, and calls, and turn those reviews into real-time coaching that sharpens troubleshooting and communication
• Act as the first escalation point for Tier 1, resolving what you can and documenting clear context and reproduction steps for anything that moves to Tier 2
• Monitor queues and workload distribution to keep response times and SLAs on track
• Run regular 1:1s, deliver direct feedback, and support the onboarding and growth of new team members
• Spot trends in team performance and customer pain points, and bring those insights back to leadership

What you will bring

• Strong experience in a Tier 1 or Tier 2 support role within a SaaS or customer-facing environment
• Prior experience leading, coaching, or managing a team, including performance conversations
• A track record of handling high ticket volume without sacrificing quality
• Ability to learn accounting, finance, or payments workflows quickly, since this role sits close to how customers get paid and billed
• Strong documentation habits and attention to detail in ticket and QA review
• Excellent written and verbal communication

Nice to have

• Experience with Zendesk, Salesforce, or a similar support platform
• A general understanding of how software gets built and shipped, so outages, releases, and regressions make sense when they hit your team
• Background in hospitality or short-term rental

You will thrive here if

• You can hold two things at once: running a team, and jumping into a ticket yourself when it counts
• You stay steady when something breaks that is out of your hands, and help your team do the same

Compensation

The expected starting base salary range for this role is $65,000 to $75,000, plus eligibility for a 10% annual incentive tied to company performance. Final compensation is based on relevant skills, experience, education, and geographic location.

About Track

Track is an end-to-end SaaS and Service Operating Platform for short term rental. For more than two decades we have helped hospitality professionals achieve digital transformation and operational excellence, anchored by our flagship Track Property Management System.

Our single-vendor ecosystem gives growing vacation rental companies the enterprise-class tools they need to scale, backed by 70+ integration partners, a growing suite of native features, and AI-driven tools that sharpen pricing, distribution, and guest communication. We combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win.

Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People's Choice Award winner.

Our core values

• Serve Others: nurturing growth to help others succeed
• Grit: taking ownership and never giving up on what matters most
• Create the Future: innovating to disrupt the status quo

Benefits and perks

• Full medical, dental, and vision coverage
• Flexible paid time off
• Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts
• Up to $900 a year in Wellness Rewards
• Retirement plan with employer match
• Unlimited access to professional training and development
• Company-paid life insurance and long-term disability coverage
• Flexible work environment, plus a $150 quarterly gift for personal use

Equal Employment Opportunity

We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, veteran status, or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

If you need a reasonable accommodation to complete the application or interview process, contact [e-mail] and we will work with you.