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Overview

We are looking for a Tier 2 Support Lead to provide quality and efficient customer service to our merchants through the daily management of a team of support engineers. As the Team Lead you will be focused on hiring, motivating, coaching and problem-solving as well as taking a hands-on approach to escalations from the Tier 1 and Account Management teams when necessary. 

You will be tasked with providing solutions to technical questions along with pro-actively identifying any knowledge gaps to turn complex technical areas into simple learning opportunities for your team.

What You'll Do

  • Live by and champion our values: #day-one, #ownership, #empathy, #humility.
  • Provide daily direction and communication to the  team to ensure that customer service requests are answered in a timely manner and all Tier 1 team members get the assistance they need. 
  • Clearly communicate and manage expectations with each team member and with upper management.
  • Ensure all Escalations queues and Slack channels are being promptly monitored and responded to 
  • Identify and fill knowledge gaps on the CS team through coaching and training.
  • Provides statistical and performance feedback and coaching on a regular basis for each team member. 
  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
  • Works hands on with the team when necessary on escalations or ongoings projects that are important for area/process improvements. 
  • Use appropriate judgment in upward communication regarding department or employee concerns.

What You'll Bring

  • 3+ years  of experience leading or managing a technical support team
  • Experience in an individual contributor role providing technical support and technical guidance for a a software platform
  • Exceptional communication skills and ability to influence the team’s direction and take ownership of outcomes
  • A knack for providing simple solutions to complex technical questions
  • Understanding of APIs and Javascript (HTML/CSS is a plus) 
  • Self motivated with a passion for taking ownership of your work and delivering outcomes
  • Excellent written and verbal communication skills
  • A team player attitude and a ‘winning as a team’ mindset
  • Ability to work remote-first in a rapidly scaling organization
  • Bachelor’s degree or equivalent experience desired
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