About the job
About Our Client
Building software for the $15bn Car Wash industry, the company is a B2B SaaS provider, equipping car washes with the tools needed to transition to a subscription model. Modern car washes are fully-automated tunnels that can wash over 200 cars/hr, and they are moving from selling single washes to all-you-can-wash subscriptions. The company is giving this $15bn underserved market the tools to manage and grow their subscription revenue.
The team is small, and recently raised their Series B from VMG Technology in addition to their Series A from Founder's Fund and Bedrock Capital. They are currently installed at over 3,000 car washes nationally helping to manage more than 8 million car wash memberships. What's been built so far is just the beginning. Get to be part of the founding DNA of building a great product, a great culture, and a great company!
About the Role
The company is looking for a Customer Support Team Lead to join their growing Customer Success organization. In this role, you’ll lead and support a team of five Customer Support Representatives while also staying close to the day-to-day operations by spending up to 50% of your time in the ticket queue. You’ll play a critical role in ensuring customers receive exceptional service and support, particularly when it comes to resolving escalations, maintaining SLAs, and fostering team excellence.
What You’ll Do
- Lead and manage a team of 5 Customer Support Representatives, providing coaching, performance feedback, and day-to-day support.
- Handle customer escalations with professionalism and urgency, ensuring a positive resolution and great customer experience.
- Spend up to 50% of your time actively working in the Zendesk ticket queue to stay close to customer issues and support volume.
- Monitor team performance using metrics and reporting tools to ensure SLAs and KPIs are met.
- Partner with the VP of Customer Success + Support to identify trends, improve workflows, and contribute to the overall strategy of the customer organization.
- Train and onboard new team members to maintain a high level of service consistency.
- Collaborate cross-functionally with Product, Engineering, and Operations to advocate for customer needs and drive improvements.
What You’re Looking For
- 3+ years of experience in a customer support or success role, with at least 1 year in a team lead or supervisory capacity.
- Experience using Zendesk or a similar customer service platform.
- Strong problem-solving and communication skills, with the ability to navigate difficult conversations and escalations with empathy and efficiency.
- A hands-on leader who is comfortable rolling up their sleeves and working alongside their team.
- Experience in a fast-paced, high-growth environment is a plus.
- Elite technical expertise that can translate multi-layered solutions to a variety of customer audiences.
Why Join?
- A collaborative and supportive team culture
- Opportunities to shape and grow the support function
- Competitive compensation and benefits
- The chance to make a meaningful impact on the customer experience
Salary Range
$128,000—$138,000 USD
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”
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