Team Lead, Customer Support

About the Role

We’re looking for a Customer Support Team Lead to join our growing Customer Success organization. In this role, you’ll lead and support a team of five Customer Support Representatives while also staying close to the daytoday operations by spending up to 50% of your time in the ticket queue. You’ll play a critical role in ensuring our customers receive exceptional service and support, particularly when it comes to resolving escalations, maintaining SLAs, and fostering team excellence.

What You’ll Do

• Lead and manage a team of 5 Customer Support Representatives, providing coaching, performance feedback, and daytoday support.
  
  
• Handle customer escalations with professionalism and urgency, ensuring a positive resolution and great customer experience.
  
  
• Spend up to 50% of your time actively working in the Zendesk ticket queue to stay close to customer issues and support volume.
  
  
• Monitor team performance using metrics and reporting tools to ensure SLAs and KPIs are met.
  
  
• Partner with the VP of Customer Success + Support to identify trends, improve workflows, and contribute to the overall strategy of the customer organization.
  
  
• Train and onboard new team members to maintain a high level of service consistency.
  
  
• Collaborate crossfunctionally with Product, Engineering, and Operations to advocate for customer needs and drive improvements.
  
  

• What We’re Looking For

  • 3+ years of experience in a customer support or success role, with at least 1 year in a team lead or supervisory capacity.
    
    
  • Experience using Zendesk or a similar customer service platform.
    
    
  • Strong problemsolving and communication skills, with the ability to navigate difficult conversations and escalations with empathy and efficiency.
    
    
  • A handson leader who is comfortable rolling up their sleeves and working alongside their team.
    
    
  • Experience in a fastpaced, highgrowth environment is a plus.
    
    
  • Elite technical expertise that can translate multilayered solutions to a variety of customer audiences.

  • Why Join Us?

    • A collaborative and supportive team culture
      
      
    • Opportunities to shape and grow the support function
      
      
    • Competitive compensation and benefits
      
      
    • The chance to make a meaningful impact on our customer experience
    • Salary Range
      $128,000—$138,000 USD
      Rinsed embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.
      We are also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact people@rinsed.co.