Customer Support Team Lead

at  SalesRabbit

Are you ready to lead the charge in supporting our clients by fostering an elite team? We’re looking for a dynamic Support Team Lead to help our Technical Support Specialists thrive, grow, and deliver top-notch customer experiences. If you’re someone who loves solving problems, mentoring teammates, and creating processes that enhance efficiency and results, this role is for you!
Who We Are: SalesRabbit is the leader in field sales, operating as the only fully integrated field sales management platform. Our continuously evolving, enterprise-ready solutions are transforming the way sales teams operate in the field.
Where We’re Headed: Based in Lehi, Utah, and with over 100 employees, SalesRabbit is growing fast and establishing itself as the ultimate solution for field sales teams and organizations.
The Secret to Our Success: We put our employees first. Along with competitive pay and benefits, we offer our team the perks you’d expect from a high-growth SaaS company. Additionally, our culture is rooted in grit, curiosity, and gratitude, and we’re looking for a leader who embodies these values.

WHAT YOU’LL DO:

As the Support Team Lead, you’ll have a key role in shaping the success of the Support team and the overall customer experience. Here’s what you’ll be doing:

• Coach and Develop: Mentor Product Specialists to help them achieve their professional goals, elevate their skills, and deliver exceptional customer support.
• Resolve Challenges: Act as an escalation point for complex or high-pressure cases, troubleshooting issues to ensure timely and effective solutions.
• Improve Processes: Identify opportunities for operational efficiency, develop best practices, and implement workflows that improve both team performance and customer outcomes.
• Collaborate Across Teams: Partner with Product, Engineering, and other departments to resolve technical challenges and provide customer feedback that informs company-wide improvements.
• Drive Results: Align team efforts with company goals, track team performance, and ensure customer satisfaction metrics are consistently met.

TO BE A GOOD FIT FOR THIS PARTICULAR ROLE, YOU SHOULD BE/HAVE:

• Previous experience in a customer support, technical troubleshooting, or help desk role.
• A proven track record of mentoring or managing teams.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills, especially when handling complex or time-sensitive challenges..
• A collaborative mindset, willing to partner across departments to ensure customer success.
• Familiarity with SaaS products and technical troubleshooting.
• The ability to manage multiple priorities and stay organized while maintaining a positive attitude.