Remote Team Lead Customer Support - Transforming Utility Software

About the Role

Join SpryPoint as a Remote Team Lead Customer Support and play a pivotal role in transforming how utilities serve their communities. As a leader in our Client Success team, you will manage a group of support analysts, ensuring high-quality service delivery while fostering a customer-first mindset. This Remote Team Lead Customer Support position is crucial for maintaining our commitment to excellence and customer satisfaction.

What You'll Do

• Define team and individual goals, training plans, and career development objectives.
• Conduct regular one-on-one meetings with team members to monitor progress and support their growth.
• Perform annual performance reviews for your team members.
• Collaborate with other team leads to identify training needs and develop solutions.
• Assist in the recruitment, onboarding, and effective ramping of new team members.
• Track key metrics for individuals and the team, such as response times, resolution rates, and customer satisfaction ratings.
• Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents.
• Provide expert-level troubleshooting and resolution for complex technical issues.

Requirements

• 3-5 years of experience in the utility software industry.
• 3-5 years of people management experience.
• Strong experience with CRM software (FreshDesk, Jira, Zendesk).
• Previous experience in leading a team of 5+ people.
• Ability to research and troubleshoot software and technical issues.

Nice to Have

• Previous experience with CIS, ERP, EAM software applications.
• Understanding of modern web application support methodologies.
• Experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure.

What We Offer

• Remote-first environment with flexible working hours across North America.
• Comprehensive compensation package that grows with you.
• MacBook + $500 to create your ideal home workspace.
• Health, dental, vision, and life insurance from day one.
• Generous PTO, Summer Friday half-days, and unlimited sick days.
• RRSP (Canada) and 401k (US) matching programs.
• $2,500 annual development fund, tuition assistance, and Book Bounty program.