Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
SaaS, Customer Support, Automotive ServicesIndustries
Requirements
Candidates should possess at least 3 years of experience in customer support or success, with a minimum of 1 year in a team lead or supervisory role, and experience using Zendesk or a similar customer service platform. Strong problem-solving and communication skills, including the ability to handle difficult conversations and escalations with empathy and efficiency, are required. Experience in a fast-paced, high-growth environment is a plus, along with elite technical expertise for translating complex solutions.
Responsibilities
The Customer Support Team Lead will lead and manage a team of five Customer Support Representatives, providing coaching, performance feedback, and day-to-day support. They will also handle customer escalations with professionalism and urgency, spend up to 50% of their time in the Zendesk ticket queue, monitor team performance using metrics and reporting tools, partner with the VP of Customer Success + Support to identify trends and contribute to strategy, train and onboard new team members, and collaborate cross-functionally with Product, Engineering, and Operations to advocate for customer needs and drive improvements.
Skills
Customer Support
Team Leadership
Coaching
Performance Management
Zendesk
Customer Escalation Handling
SLAs
KPI Monitoring
Workflow Improvement
Rinsed
CRM platform for car wash businesses
About Rinsed
Rinsed provides a Customer Relationship Management (CRM) platform tailored for car wash businesses. The platform helps car wash owners manage and grow their memberships, decrease customer churn, and improve customer engagement through automated and personalized features. It integrates with existing Point of Sale (POS) systems, offering a comprehensive solution to increase subscription revenue. Rinsed caters to a range of car wash businesses, from small operators to large chains, primarily in the United States. The company operates on a subscription model, where clients pay for access to the CRM and its tools, which have shown to deliver a strong return on investment. Additionally, Rinsed has enhanced its services by acquiring Ignite Wash, a platform aimed at car wash salespeople, further increasing its value to clients.
Key Metrics
New York City, New YorkHeadquarters
2019Year Founded
$37MTotal Funding
SERIES_BCompany Stage
Consumer Software, Enterprise SoftwareIndustries
51-200Employees