Lead Customer Service Representative

About Us We are a staffing services technology company that helps organizations design, build, and scale digital products and engineering capabilities. Our teams deliver end-to-end software development, engineering, and design services, and we provide flexible staffing solutions to augment internal teams with specialized talent—quickly and reliably. The Role We are looking for an empathetic and resilient Lead Customer Service Representative to join our distributed support team. Whether you are a seasoned Customer Experience Specialist ready to handle complex escalations or a Support Team Lead looking to drive process improvements, we have a spot for you on our ladder. You will work across the full customer lifecycle, bridging the gap between user needs, product feedback, and technical teams to ensure every interaction builds trust and loyalty. What You’ll Do • Support & Solve: Deliver exceptional support via email, chat, and phone; diagnose user issues, answer product inquiries, and guide customers through troubleshooting steps with patience and clarity. • Collaborate: Work closely with Product, Engineering, and Sales teams in an Agile environment to escalate bugs, share user feedback, and help refine help center documentation. • Quality & Speed: Ensure high customer satisfaction (CSAT) and quick response times; manage your ticket queue efficiently while maintaining a personal touch in every interaction. • Advocacy: Contribute to the "Voice of the Customer" by tracking trends in user complaints or feature requests and presenting these insights to leadership to influence the product roadmap. • Onboarding & Education: Help new users get up to speed with our platform; create and update Knowledge Base articles, FAQs, and video tutorials to empower self-service. • Trust & Safety: Implement rigorous privacy and security practices when handling sensitive customer data, ensuring compliance with internal policies and external regulations (GDPR/CCPA). • Mentorship: (For Senior+ roles) Mentor junior support agents, conduct ticket quality reviews, and handle difficult escalations that require advanced problem-solving or conflict resolution. • Maintenance: Manage customer account settings, process refunds or subscription changes, and troubleshoot billing issues; maintain accurate records in our CRM. • Maintenance: Troubleshoot, debug, and upgrade existing hardware platforms; manage lifecycle updates (EOL components) and vendor technical relationships. What We’re Looking For • Experience: 7+ years of professional Customer Support, Client Success, or related experience in a high-volume environment. • Education: Bachelor’s degree in Communications, Business Administration, Psychology, or a related field (or equivalent practical experience). • Technical Aptitude: Proficiency with modern help desk software (Zendesk, Intercom, Salesforce Service Cloud, or Freshdesk) and a quick learner of new SaaS tools. • Communication: Excellent written and verbal communication skills; you can explain complex technical concepts in simple, friendly terms without using jargon. • Problem Solving: Deep empathy and the ability to think on your feet; you don't just follow a script, you investigate the root cause of an issue to find a lasting solution. • Organization: Strong time management skills with the ability to multitask across different communication channels (e.g., chatting while researching a ticket). • Remote Readiness: Solid understanding of remote work best practices; you are self-motivated, disciplined, and comfortable working asynchronously. • Conflict Resolution: Ability to stay calm under pressure; you can de-escalate frustrated customers and turn a negative experience into a positive one. Bonus Points • Certifications: Professional support certifications such as HDI Customer Service Representative or ITIL Foundation. • Technical Skills: Basic knowledge of HTML/CSS, API troubleshooting, or SQL for looking up user data. • Industry Knowledge: Experience in the specific industry the company operates in (e.g., FinTech, E-commerce, Healthcare, or SaaS). • Content Creation: Experience writing technical documentation, blog posts, or creating video tutorials for customer education. • Social Media: Experience managing support inquiries via social channels (Twitter/X, Facebook, LinkedIn). • Compliance: Familiarity with handling data in regulated environments (HIPAA, PCI-DSS, SOC2) Compensation & Benefits We believe in paying top-of-market rates for top-tier talent. The base salary range for this role is $150,000 to $195,000, with exact placement determined by your skills, years of experience, and interview performance.