Team Lead, Customer Support (Night Shift) - Remote

About the Role

We're hiring a Team Lead, Customer Support (Night Shift) - Remote to join our dynamic team at SmartRecruiters. As a leader in enterprise recruitment software, SmartRecruiters is committed to connecting people to jobs at scale. This Team Lead role will empower you to drive success and growth for our talent acquisition SaaS platform, ensuring customer satisfaction and effective team performance.

What You'll Do

• Lead a high-growth customer support team, ensuring all team members are motivated and engaged.
• Interact daily with teams and customers to resolve issues and enhance customer experience.
• Handle escalated customer support cases with professionalism and efficiency.
• Conduct training sessions for support agents to improve skills and knowledge.
• Drive high customer satisfaction levels by implementing best practices and feedback mechanisms.
• Collaborate with various departments to enhance customer success and streamline processes.
• Manage internal communication on support issues to ensure transparency and efficiency.
• Lead new hire training and enablement sessions to onboard new team members effectively.
• Identify and address technical issues, acting as a liaison between customers and technical teams.
• Be an ambassador for SmartRecruiters' culture, promoting our values and mission.

Requirements

• Experience with ATS and customer support systems is essential.
• Strong English communication skills are a must.
• Experience in technical customer support within a SaaS environment.
• Ability to engage professionally with diverse customers and stakeholders.
• Strong interpersonal skills and a can-do attitude.
• Call center experience is preferred.
• Other language skills are a plus.
• Motivated self-starter with initiative and passion for technology and customer experience.
• Experience in Enterprise customer support is preferred.

Nice to Have

• Familiarity with CRM tools and customer support software.
• Experience in managing remote teams.
• Knowledge of recruitment processes and best practices.

What We Offer

• Competitive salary and equity options.
• Strong internal mobility opportunities within the company.
• Remote-friendly culture that supports work-life balance.
• Collaborative and inclusive work environment.
• Recognition for company culture and employee satisfaction.