Customer Support Team Lead

7 days ago

Salt Lake, Utah, United States ServiceTitan Full time

Job Summary

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at ServiceTitan. As a key member of our support operations, you will play a critical role in leading our support team, influencing our company's continued success, and being a key part of the face we display to our customers.

Key Responsibilities

  • Lead a team of direct reports composed of Customer Support Advocates and hold them accountable for meeting their job responsibilities
  • Ensure support cases are handled in a timely manner through monitoring case queues and assigning to team members as needed
  • Act as point of contact for other departments needing assignment of high priority support cases or assistance from support resources
  • Act as a primary escalation resource for support agents needing managerial assistance with customers
  • Partner with Support leadership to improve case quality and team efficiency by utilizing various tools at your disposal, such as case QA, goal setting, optimizing workflows, and more
  • Develop team member professional skills through 1:1s, quarterly reviews, and spot training
  • Maintain awareness of product enhancements and company news
  • Assist in creation and maintenance of documentation on support processes and resources
  • Monitor team morale and ensure it stays at healthy levels

Requirements

  • Excellent people skills: must be personable, patient, good-humored, and empathetic
  • An efficient and effective problem-solver
  • Feedback oriented: must be able to accept and give feedback on a regular basis
  • Intelligent, quick thinking, and fast learning
  • Exceptional customer relationship skills and a clear view on what constitutes excellent customer service
  • Must be able to juggle many simultaneous tasks
  • A team player with strong communication and organizational skills and an ability to roll with the punches
  • Displays leadership qualities and treats all ServiceTitan employees as part of one unified team

About Us

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

We are building the first end-to-end solution to transform the trades, a trillion-dollar global industry that has been underserved by technology for far too long. Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses. While our vision is bold, we always stay humble. Join us as we continue to innovate and push the boundaries of what is possible.

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