Software Support Team Lead at Cents

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Laundry, Garment CareIndustries

Requirements

Creative, persistent, and possessing a dynamic personality
Comfortable and adaptable to a fast-paced, scaling startup environment
Quick to adapt and a strong advocate for collaborative teamwork
Tech-savvy with proficiency in internal tools and efficient customer communication management
Proven ability to manage and prioritize multiple tasks and projects simultaneously
Hands-on experience with CRM (Customer Relationship Management) and/or ticketing systems, customer support processes

Responsibilities

Lead, coach, and develop a team of Software Support Specialists to deliver fast, empathetic, and technically accurate customer support
Manage daily team operations, including queue monitoring, prioritization, and resource allocation to ensure SLAs and quality metrics are consistently met
Act as the primary point of escalation for complex technical issues, collaborating with Product and Engineering teams to identify root causes and long-term solutions
Partner with cross-functional teams (Engineering, Product, Operations, Billing) to communicate recurring issues, streamline workflows, and improve platform stability
Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities
Develop and maintain documentation, internal training materials, and troubleshooting guides to enable faster onboarding and continuous learning
Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations
Contribute to the culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions-first mindset

Skills

Key technologies and capabilities for this role

SaaSTechnical SupportTeam LeadershipCustomer SupportProcess ImprovementEscalation ManagementCoachingProblem-Solving

Questions & Answers

Common questions about this position

What is the employment type for this Software Support Team Lead role?

This is a full-time position.

Is this Software Support Team Lead role remote or office-based?

This information is not specified in the job description.

What are the key skills needed for the Software Support Team Lead position?

The role requires people leadership, technical problem-solving, process improvement, mentoring, and the ability to thrive in a fast-moving environment.

What is the company culture like at Cents?

Cents has a passionate team of technology experts obsessed with supporting SMBs, elevating the industry, and working in a fast-moving startup environment with a focus on operational excellence.

What makes a strong candidate for the Software Support Team Lead role?

Strong candidates thrive in fast-moving environments, love mentoring others, excel at technical problem-solving, and have experience leading teams to deliver empathetic and accurate support.

Cents

Software solutions for laundromat operations

About Cents

Cents provides software solutions specifically designed for laundromat businesses. Its platform helps laundromat owners streamline their operations and manage their businesses more effectively. One of the key features is pickup and delivery management, which allows owners to offer these services without needing their own drivers or insurance, potentially increasing business volume by 20%. The software consolidates all business data onto a single platform, making it easier for owners to oversee and grow their operations. The user-friendly interface is accessible even to those who are not very tech-savvy. Cents distinguishes itself from competitors with its strong customer support and success team, which is dedicated to helping clients achieve their business goals. The company likely operates on a subscription or usage-based fee model, generating revenue while providing valuable tools that help laundromats save money and expand their services.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$43.8MTotal Funding

SERIES_BCompany Stage

Consumer Software, Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Remote Work Options

Paid Holidays

401(k) Company Match

Work-from-home and commuter benefits

Employee Discounts

Mental Health Support

Risks

Increased competition from platforms like CleanCloud and LaundryCard threatens market share.

Integration of third-party delivery services may lead to increased costs for laundromat owners.

Acquisition of Starchup Inc. may cause integration challenges and service disruptions.

Differentiation

Cents integrates payments, employee management, and machine tracking for laundromats and dry cleaners.

The platform offers pickup and delivery management, increasing business volume by 20%.

Cents provides industry-leading customer support, enhancing client satisfaction and business growth.

Upsides

Cents raised $40M in Series B funding, boosting its growth potential.

Partnerships with Uber, DoorDash, and Gopuff enhance delivery services for laundromat owners.

Integration with Reserve with Google increases visibility and customer acquisition for laundromats.

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