Customer Support Team Lead

Atlanta, GA or East Coast (Remote Only)

About Prokeep

Prokeep is a software company that has developed a messaging platform for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc). We are post product, post revenue and growing fast in the US and Canada. 

Our team is small, nimble, and devoted to making our customer’s lives easier with simple to use technology. We envision a world where distributors using our tools are more efficient and better equipped to build strong, long-lasting relationships with their customers. 

Customer Support Team Lead

Prokeep is on a quest to break down barriers of communication in wholesale distribution using pioneering technology!  To help us achieve our goals, we need a team member that loves customer facing tasks, collaborative work and overachieving.

Supporting both our customers and our Customer Success Managers (CSMs), the Customer Support Team Lead  role is to ensure our customers receive outstanding support and all their needs are met. This may involve creating customer support policies and procedures for staff to adhere to, training and observing employees and assisting with escalations. The Customer Support Team Lead oversees the customer support department’s day-to-day functions. The Customer Support Team Lead reports directly to the Director of Customer Success.

Key Responsibilities

Establish Customer Support Best Practices

Customer Support Managers are responsible for creating policies and procedures for the Prokeep Support team. To ensure customers receive excellent and consistent service it is vital to our  “Customer Obsessed” mantra that all of our customers receive value at every touchpoint. The Customer Support Team Lead must ensure that the Support team is consistent and timely in their customer responses and  interactions. 

Hire and Train New Customer Support Specialists

A Customer Support team is already in place at Prokeep, but as we continue to scale, the Customer Support Team Lead  will work with the Director of Customer Success to hire and train additional Support Specialists. This may include reviewing applications, conducting interviews, and providing on the job training or mentoring to new employees.

Analyze Metrics & Provide Feedback

The Customer Support Team Lead  will  analyze their support team to establish whether or not all personnel are following the best practices and required SLA. Support reps will be analyzed  by standardized performance metrics to ensure all employees are judged by the same measurements and criteria. The Customer Support Team Lead will have weekly 1:1s with each Support team member to discuss performance and provide feedback on support calls/emails.

Escalations

If and when a ticket cannot be resolved by a Customer Support Specialist, the Customer Support Team Lead will be responsible for handling escalated tickets and calls. This may include coordinating with the Customer Success Manager or Sales Account Executive to ensure the customer is taken care of effectively. 

The Customer Support Team Lead  is also responsible for communicating outages and customer issues with the Engineering team. This includes triaging outages to appropriate channels, identifying bugs, and working with Product on the customer feedback loop.

Ticketing System and Knowledge Base Updates

The Customer Support Team Lead will be responsible for updating and maintaining our customer facing knowledge base, ticketing categorization, and support metrics.

Knowledge and Experience 

  • Customer Support experience at a SaaS organization preferred
  • Experience using a support ticketing system (Zendesk, Freshdesk, Hubspot, Salesforce Service Cloud, etc.)
  • At least 1 year of experience managing a small team in a fast paced environment
  • Demonstrated ability and desire to serve customers 
  • Experience with technology and able to learn new technologies quickly; ideally familiar with SaaS application requirements
  • Data driven with a commitment to process
  • Excellent interpersonal skills 
  • Creative thinker with the ability to troubleshoot issues quickly and effectively
  • Strong team player as well as a proactive individual contributor

Working Relationship

This is a full-time salaried position starting as soon as possible.  We prefer candidates that are geographically located in Atlanta, GA or remotely on the East Coast only.

Compensation

Starting salary will commensurate with experience. This position does manage a small and scaling support team. 

Next Steps

If interested, please email csjobs@prokeep.com to introduce yourself and start the process.

Email to apply