Customer Support Team Lead

Remote from: USA
Category: Customer Success
Job type: Full Time,
Opening date: 29 Jan 2023
Closing date: 30 Mar 2023
Views: 796

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World's first free end-to-end fundraising platform powering $150M+ in donations annually for thousands of good causes.💛

Fundraising
2016

The Support Team Lead will be responsible for managing the day-to-day operations of our best-in-class (98 CSAT) Chat & Email Support Team while refining processes to effectively scale support capacity and maintain customer satisfaction. This role will report directly to our Vice President of Customer Experience and requires exceptional team management skills. Working with our People Team to launch and manage our first in-house overseas support contractor program will be one of the first priorities for the Support Team Lead. As the leader of this team, you will have the opportunity to support the fundraising efforts of a large and diverse group of customers, ranging from small nonprofits to large educational institutions. If the thought of waking up every day and getting to “help people help people” excites you, you are encouraged to apply.

We want to hear from people who…

Are both customer- and team-obsessed
Find joy in managing people and fostering a supportive team environment
Are tech-savvy and passionate about using technology to increase efficiency
Believe that customer support is a key driver of company growth

Responsibilities

Oversee all aspects of the chat/email support team and champion continuous feedback, performance management, skills development, and professional development
Assist with hiring and onboarding exceptionally talented team members, including overseas contractors
Manage chat/email team forecasting and scheduling
Maintain a robust QA program
Hold team accountable to KPIs with a special focus on customer satisfaction, risk management, and service consistency
Be a technical/product expert, take on escalations, and work alongside your team as needed
Work with the Customer Experience Manager to maintain internal and external knowledge base content and to increase ticket deflection via automation and self-service opportunities
Manage Chat/Email Support’s tech stack, internal tooling, policy development, and culture
Report on sources of customer friction and collaborate on mitigation strategies

Requirements

3+ years of experience hiring and managing a team of both US-based and overseas Support Specialists
5+ years experience of Chat and Email support in a SaaS environment
Exceptional people management experience
Experience with help desk software, like Intercom
Experience with SaaS integrations
Experience using Intercom is beneficial
Experience working with support contractors from the Philippines is a plus

Benefits

Remote Work: Work from anywhere in the United States.

Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.

Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.

401k: We offer access to a retirement planning account for all employees.

Vacation and Holiday: Take up to 15 days of paid vacation time per year plus additional days per year with the company. We also take off all 10+ Federal Holidays and provide 2 floating holidays.

Parental Leave: We offer 12 weeks paid parental leave for both primary and secondary caregivers.

Team Retreats: Participate in team trips each year to meet and work in person.

Home Office Stipend: Upgrade your home office with company-sponsored expenses including high-quality laptops, monitors, and modern technology.

Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.

Professional Development: We offer learning and development reimbursement opportunities.

Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you’re doing and the company you work for.