Technical Support Lead - JD (Support Manager)

Location: Remote
Department: Customer Support
Reports To: Head of Support

About Us:
Smartlead is a cutting-edge platform designed to transform a company’s cold email outreach into a consistent revenue-generating machine. Smartlead empowers businesses to enhance their engagement with prospective customers, efficiently driving revenue growth. With a global presence and a rapidly expanding customer base, Smartlead has become one of the fastest-growing Sales Tech platforms, supporting 16,000 businesses worldwide, sending 14 million emails every day.

Job overview:
As a Support Team Leader / Support Manager, you will be responsible for managing the support team, ensuring timely and high-quality resolution of customer queries, and collaborating with engineering and product teams to enhance customer experience. You will play a key role in maintaining SLAs, managing escalations, and continuously improving support operations.

Key responsibilities:

• Oversee day-to-day operations of the support team, ensuring efficient handling of support tickets and customer inquiries.
• Monitor and manage support queues, team rosters, break schedules, and shift planning to maintain optimal coverage.
• Handle customer escalations professionally, ensuring timely resolution and customer satisfaction.
• Collaborate with the engineering and product teams to provide feedback on recurring issues and suggest improvements to reduce ticket volume.
• Ensure adherence to SLAs and key support metrics (response time, resolution time, CSAT, etc.).
• Coach, mentor, and develop support agents to enhance performance and customer service skills.
• Conduct regular performance reviews and provide constructive feedback to the team.
• Analyze support data and trends to identify areas for improvement and implement process optimizations.
• Drive initiatives to improve the customer support experience through automation, documentation, and self-service resources.
• Own the post-support retrospective process, identifying gaps and working cross-functionally to address them.
• Maintain an in-depth understanding of Smartlead's platform and cold emailing best practices to support the team effectively.
• Ensure team members take ownership of tickets, following up with engineering and customers until resolution.
• Aggregate common user questions into the Help Desk with thorough guides, videos, and articles.
• Collect and manage feature requests from customers, ensuring they are logged appropriately for the product team.

Requirements

• Experience: 5+ years in customer support with at least 2 years of team management experience , preferably in a SaaS or tech environment.
• Skills: Strong leadership, team management, and conflict resolution skills.
• Technical Knowledge: Familiarity with support tools (Zendesk, Freshdesk, Gleap, etc.) and ticketing systems.
• Communication: Excellent written and verbal communication skills.
• Problem-Solving: Ability to analyze complex issues and collaborate with cross-functional teams to resolve them.
• Customer-Centric Mindset: Passion for delivering a great customer experience and driving improvements.
• Flexibility: Ability to work in a fast-paced, evolving environment and manage multiple priorities.
• Understanding of cold email campaign strategies and outreach best practices is a plus.
• Prior experience working in a startup environment is a bonus.
• Availability to work in rotating shifts, including night shifts, as needed.

Why Join Smartlead.ai?

• Opportunity to work with a dynamic and growing AI-powered platform.
• A collaborative and customer-first work culture.
• Career growth opportunities in a fast-scaling company.
• Competitive salary and benefits package.

If you’re passionate about customer success and have experience leading support teams, we’d love to hear from you! Apply now and be a part of Smartlead.ai’s journey in redefining lead generation.