Customer Support Team Lead

Role: Customer Support Team Lead

FLSA: Full Time | Exempt | Salaried 

Reports to: Director of Operations

Trustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm.  Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.com. 

Scope of Position: The Customer Support Team Lead is responsible for managing the day-to-day operations of the Technical Support Team while actively contributing as a hands-on team member. In this managerial role, the Team Lead collaborates closely with the Director of Operations to ensure the delivery of exceptional customer support via email, phone, and/or chat. This individual is expected to lead by example, coordinate team tasks, generate reports, manage escalations, and support training and special projects as needed. Reporting to the Director of Operations, the Team Lead is a key member of the Customer Experience Team and serves as a representative and advocate of Trustwell’s culture, vision, and values. 

Essential Duties & Responsibilities including but not limited to: 

• Deliver exceptional customer service and technical support. 
• Manage daily operations of the Technical Support Team to ensure high performance and service quality.
  • Ensure prompt, accurate, and professional resolution of customer inquiries and issues.
  • Mentor, coach, and train support staff to maintain high standards of service.
  • Provide direct supervision of technical support staff, including hiring, performance reviews, and disciplinary actions.
  • Serve as a senior support lead, promoting a positive customer experience.
  • Handle technical escalations and serve as the primary escalation point.
  • Onboard new team members and ensure proper training and integration. 
• Monitor team performance; track, analyze, and report on SLAs and other key metrics. 
  • Track, analyze, and report on SLAs and other key metrics. 
  • Develop, track, and report on team KPIs.
• Coordinate effectively with cross-functional teams.
  • Communicate escalated issues clearly to Tier 3 support and product management.
  • Support operational readiness and UAT for new product and feature releases.
  • Provide feedback to internal teams and customers regarding incident resolution and ongoing issues.
  • Collaborate with Development and QA teams on bug reports, troubleshooting, and feature requests.
• Provide support to both internal and external customers as needed.
• Contribute to and maintain accurate technical documentation for internal and public use.
• Review and optimize support processes and documentation for continuous improvement.
• Implement preventative measures to minimize recurring customer issues.
• Analyze support trends to identify and mitigate potential future issues. 
• Other duties as assigned. 

Required Skills/Abilities: 

• Proven ability to manage, mentor, and lead high-performing support teams while driving operational excellence.
• Strong focus on delivering outstanding customer experiences through timely and effective issue resolution.
• Skilled at handling complex technical escalations and collaborating with internal stakeholders to resolve issues efficiently.
• Experience in refining support workflows and maintaining detailed technical documentation for internal and external audiences.
• Effective at working with Product, Development, and QA teams to support releases, troubleshoot issues, and improve services.
• Strong analytical skills to investigate and uncover the root cause of issues 

Education/Experience:  

• Associate or bachelor's degree in business, management, or similar; highly preferred.
• Minimum of 5+ years of experience in a technical support role, with at least 3 years of management experience in a team lead role or similar; required. 
• Proficient in using common support tools and platforms.
• Experience with Zendesk; required. Experience using Zendesk's Advanced AI / Copilot preferred.
• Working knowledge of MongoDB.
• Familiarity with Jira and Confluence for issue tracking and documentation.
• Familiarity with Auth0, SSO configurations, and Pendo. 

Total Rewards Package:  

• Full healthcare benefits, including medical, dental, and vision. 
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Excellent culture, growth opportunities, plus much more... 

What to expect - the Hiring Process!  

• Interview with Human Resources
• Interview with Hiring Manager
• Peer Panel Interview
• Interview with Chief Customer Officer
• Offer of Employment (Background Screening/References) 

Hiring Eligibility: This is a fully remote position open to candidates located anywhere within the United States. Eligibility to work remotely is subject to company policy and applicable state laws. Candidates must have work authorization to work for any U.S. based employer. Please note that certain benefits, taxes, or employment terms may vary by state.  

Compensation: The anticipated compensation for this role is expected to be up to $70,000/ per annum. The final salary will be factored by candidate skills, education, and other qualifications. This role is also bonus eligible [up to 10%] annually based on company performance and objectives.