Support Lead
Support Lead
Posted on :
20-04-2025
Employer Active
1 Vacancy
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Job Description
Job Description
Title: Support LeadLocation: Remote
Type: FullTime Direct Hire
Your role:
- Oversee the daily support queue prioritize tickets and ensure timely highquality resolutions for customer issues.
- Serve as the main point of contact for customer support guiding clients through troubleshooting steps and escalating as needed.
- Streamline and improve support processes workflows and documentation to enhance team efficiency and consistency.
- Manage and mentor a small team of support specialists providing coaching and performance feedback.
- Build deep product knowledge and understand how clients in the water and wastewater industry use the platform.
- Collaborate with Product Engineering and Customer Success teams to resolve complex technical issues.
- Maintain and update internal and external knowledge base content including FAQs and training resources.
- Monitor support metrics and customer feedback to identify recurring issues and opportunities for improvement.
What youve got:
- At least 8 years of experience in technical support ideally in a SaaS environment.
- 2 years of experience in a supervisory or leadership role.
- Strong troubleshooting and analytical skills with a customerfocused approach.
- Familiarity with tools like Zendesk Intercom Jira or similar platforms.
- Excellent written and verbal communication skills with the ability to explain technical issues clearly.
- Understanding of the water wastewater or environmental compliance industry is a strong plus.
- Bonus: Knowledge of regulatory frameworks like EPA or NPDES basic scripting database and API experience and/or background in client onboarding and training.
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Employment Type
Full-Time
Key Skills
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