Customer Support Team Lead
Location: Atlanta, GA (Hybrid- 2-3 days/week in office)
Weekends may be required
Job Summary
The Customer Support Team Lead at Gingr plays a crucial role in overseeing customer support operations while actively contributing to the team’s success. This position involves managing support agents across Tier 1, Tier 2, and Tier 3, ensuring high-quality service, and collaborating with the Customer Support Manager and other Team Leads to maintain and improve customer support standards.
Responsibilities
• Oversee daily operations of the Customer Support Team, managing Tier 1, Tier 2, and Tier 3 support agents.
• Act as a senior agent, ensuring customer satisfaction and resolving complex issues across all support tiers.
• Mentor, coach, and train support staff; oversee performance evaluations and provide constructive feedback.
• Manage customer escalations and collaborate with Product and Development teams on software-related issues.
• Analyze support inquiries and maintain key performance metrics to improve team efficiency.
• Lead hiring, onboarding, and offboarding processes for customer support team members.
• Collaborate with the Learning & Knowledge Specialist to develop training materials and improve team knowledge.
• Continuously assess and refine support processes, documentation, and self-service resources.
Requirements
• 3-5 years of customer-facing experience, with a focus on customer support.
• Proven leadership experience, managing teams across various support tiers.
• Exceptional communication skills, both verbal and written.
• Strong problem-solving abilities with an analytical and detail-oriented mindset.
• Ability to multitask and maintain efficiency under pressure.
• Results-driven, adaptable, and thrives in a fast-paced environment.
• A team-oriented mindset with a patient, positive, and proactive approach.
• High School Diploma or equivalent required.
• Experience in the pet-care industry is highly valued.
Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
The Company offers a comprehensive employee benefits program, including:
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.
Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
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