Remote: Senior Customer Support Team Lead (SaaS)

Phorest Software; Philadelphia (Philadelphia County); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading salon management software provider is seeking a Customer Support Team Manager to lead their North American Support Team. This remote role requires an experienced, metrics-driven professional dedicated to enhancing customer satisfaction and team performance. The ideal candidate has over 5 years in technical support, strong leadership skills, and experience managing support teams. Join us to make a significant impact in the salon industry and help our clients succeed.

Qualifications

• 5+ years of experience in a technical support team that serves external customers.
• 5+ years of direct customer-facing experience.
• 3+ years managing a technical team of 10+ people.

Responsibilities

• Lead and develop a team of support agents.
• Ensure the team meets customer satisfaction KPIs.
• Manage critical escalations and collaborate with stakeholders.

Skills

Customer obsession

Leadership

Problem-solving

Exceptional communication

Data-driven decision making

Tools

Zendesk

Slack

Jira

Notion

Job description

A leading salon management software provider is seeking a Customer Support Team Manager to lead their North American Support Team. This remote role requires an experienced, metrics-driven professional dedicated to enhancing customer satisfaction and team performance. The ideal candidate has over 5 years in technical support, strong leadership skills, and experience managing support teams. Join us to make a significant impact in the salon industry and help our clients succeed.