Position Overview: The Support Team Leader plays a critical role in guiding, developing, and supporting a team of Support Specialists. This position balances leadership responsibilities with hands-on support engagement, ensuring that both customers and team members receive exceptional support. The Team Leader works collaboratively with other leaders to align processes, share knowledge, and continuously enhance the overall support experience. 

Key Responsibilities:
Team Leadership & Development
·        Provide daily direction, coaching, and support to assigned team members to ensure high-quality customer service and efficient ticket resolution.
·        Work closely with team members to foster continuous learning, professional growth, and product knowledge expansion.
·        Conduct regular check-ins, feedback sessions, and performance evaluations to promote accountability and engagement.
·        Lead by example — actively taking support cases to stay connected to customer needs and current product behavior.
·        Recognize and address training needs, helping team members strengthen both product knowledge and communication skills.

Operational Excellence
·        Oversee daily team operations, ensuring cases are handled efficiently and accurately through our busy support queues.
·        Monitor metrics such as response time, resolution time, and customer satisfaction to maintain service standards.
·        Work collaboratively with other Team Leaders to maintain consistency across teams.
·        Identify process bottlenecks and help implement workflow improvements that enhance team efficiency without sacrificing quality.

Collaboration & Cross-Team Learning
·        Partner with other Team Leaders to align on goals, share best practices, and support a culture of learning and collaboration across all support teams.
·        Participate in management discussions to evaluate trends, develop solutions, and drive improvements in both process and product.
·        Support cross-department communication with Development, Implementation, and Product teams to escalate issues and advocate for customers.

Continuous Improvement & Innovation
·        Provide regular insights and ideas for process enhancements, training improvements, and customer experience initiatives.
·        Encourage a mindset of continuous improvement within the team through data-driven feedback and collaborative problem-solving.
·        Stay informed about system updates, product changes, and industry trends to ensure the team remains adaptable and informed. 

Requirements

Qualifications
·        Proven experience in our support environment, with a strong understanding of troubleshooting and customer service best practices.
·        Previous leadership, mentorship, or supervisory experience preferred.
·        Strong communication and interpersonal skills with the ability to motivate, coach, and guide others.
·        Ability to manage multiple priorities, make data-informed decisions, and maintain composure under pressure.
·        Commitment to teamwork, learning, and continuous process improvement.
·        Hybrid Schedule in office to assist new onboarding new team members and other various meetings

Core Expectations
·        Maintain a hands-on approach by continuing to take support cases and directly assist customers as needed.
·        Demonstrate collaboration and teamwork across all leadership levels.
·        Support and drive continuous education and development within the team.
·        Ensure that all work is completed efficiently, accurately, and in alignment with organizational goals. 

• 3+ years of experience in a client support or customer success role.
• Demonstrated experience in an informal or formal leadership capacity (team lead, senior specialist, etc.).
• Strong communication skills and a natural ability to coach and motivate peers.
• Excellent organizational skills with the ability to manage both team and individual responsibilities.
• Proficiency with support ticketing systems and standard office tools.

Preferred Qualifications

• Familiarity with the product area supported by the team (ASG, FM, HRMS, Tax, UB, etc.).
• Experience with Zendesk, Salesforce Service Cloud, or similar platforms.
• Background in SaaS or technology support environments.
• Associate's or Bachelor's degree in a relevant field.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.