Customer Support Team Lead

3 weeks ago

Atlanta, Georgia, United States Joinhomebase Full time
Job Title: Customer Support Manager

Join Homebase as a Customer Support Manager and take on a leadership role in our growing team. As a key member of our support operations, you will be responsible for managing a small team of customer support representatives, ensuring they have the tools and resources needed to provide exceptional support to our customers.

About the Role:

  • Manage the performance of a small team of customer support representatives
  • Determine the best way to scale customer support for our customers using payroll, whether through in-house team members or partners
  • Track and own support metrics such as ticket volume, average handle time, first call resolution, service level, and agent occupancy
  • Serve as an advocate for payroll support and our customers, partnering with product, engineering, and other internal teams to ensure customer needs are met
  • Manage support escalations and create escalation procedures
  • Build out customer support standard operating procedures for payroll
  • Develop a training regimen for new hires
  • Hire and train new payroll support specialists
  • Manage vendor relationships

Requirements:

  • 2+ years of customer support management experience
  • 2+ years of payroll product support experience
  • Knowledge of payroll and payroll support
  • A goals-over-roles attitude, with a willingness to do what it takes to succeed
  • Experience supporting small businesses
  • Data-focused mindset
  • Sharp intelligence and computer skills
  • Ability to adapt in a dynamic and growing organization
  • Calm under pressure, with the ability to de-escalate escalated situations and customers
  • Solid educational background, combined with real-life wisdom and achievement
  • Set high standards for yourself, matched with exceptional interpersonal skills
  • Self-motivated and comfortable working collaboratively and autonomously, with a focus on team and individual metrics

What We Offer:

  • Generous accrued PTO
  • Health, dental, and vision insurance
  • 401(k) with 4% match
  • Stock options - everyone is an owner
  • Fun team activities
  • A dynamic, well-connected, productive team that is thriving and finding new ways to connect and have fun despite social distancing

Equal Opportunity Employer:

Homebase is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

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