Overview
On Site
USD75,000 - USD85,000
Full Time
Contract - W2
Skills
Support
Lead
Job Details
Title: Support Lead
Location: Remote
Location: Remote
Your role:
- Oversee the daily support queue, prioritize tickets, and ensure timely, high-quality 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 you ve 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 customer-focused 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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