Customer Support Team Lead (Hybrid- Atlanta, GA)

Customer Support Team Lead

Location: Atlanta GA (Hybrid- 2-3 days/week in office)

Weekends may be required

What youll do:

The Customer Support Team Lead at Gingr plays a crucial role in overseeing customer support operations while actively contributing to the teams success. This position involves managing support agents across Tier 1 Tier 2 and Tier 3 ensuring high-quality service and collaborating with the Customer Support Manager and other Team Leads to maintain and improve customer support standards.

Responsibilities

Oversee daily operations of the Customer Support Team managing Tier 1 Tier 2 and Tier 3 support agents.

Act as a senior agent ensuring customer satisfaction and resolving complex issues across all support tiers.

Mentor coach and train support staff; oversee performance evaluations and provide constructive feedback.

Manage customer escalations and collaborate with Product and Development teams on software-related issues.

Analyze support inquiries and maintain key performance metrics to improve team efficiency.

Lead hiring onboarding and offboarding processes for customer support team members.

Collaborate with the Learning & Knowledge Specialist to develop training materials and improve team knowledge.

Continuously assess and refine support processes documentation and self-service resources.

What youll bring:

3-5 years of customer-facing experience with a focus on customer support.

Proven leadership experience managing teams across various support tiers.

Exceptional communication skills both verbal and written.

Strong problem-solving abilities with an analytical and detail-oriented mindset.

Ability to multitask and maintain efficiency under pressure.

Results-driven adaptable and thrives in a fast-paced environment.

A team-oriented mindset with a patient positive and proactive approach.

High School Diploma or equivalent required.

Experience in the pet-care industry is highly valued.

Why this role:

• Youll have a direct hand in shaping the customer experience for thousands of users who rely on Gingr to run their pet-care businesses.

• As a leader across three support tiers youll guide a high-performing team develop talent and influence how support excellence is defined and delivered.

• This role offers the opportunity to work closely with Product and Development teams providing insight into customer needs and helping drive meaningful product improvements.

• Youll step into a position with real ownershipcoaching staff refining processes and ensuring smooth scalable support operations.

• With visibility across complex cases and strategic initiatives youll continue building your leadership operational and technical expertise.

• Youll join a collaborative mission-driven environment where your ability to teach problem-solve and support your team directly contributes to company success and customer satisfaction.

Excited about this role but dont meet every single requirement Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse inclusive and authentic workplace so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program including:

• Medical dental and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race color religion gender gender identity sex sexual orientation disability veteran status age ethnic or national origin or any other basis protected by all local state or federal laws.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations camps unions fraternities & sororities gyms dance studios religious congregations pet services and more.

Our mission-critical tools help our customers manage and grow their communities and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.