Remote Support Team Lead

Company Overview:
Help Scout is a leading provider in the remote customer support industry, offering innovative solutions for businesses to deliver exceptional customer experiences. At Help Scout, we embrace a fully remote work culture, allowing our employees to work from anywhere in the USA. We value diversity, inclusion, and collaboration, fostering a supportive environment for our distributed team members to thrive.

Position Summary:
As a Remote Support Team Lead at Help Scout, you will play a crucial role in managing and mentoring a team of remote support specialists to deliver top-notch customer service. You will lead by example, ensuring that our customers receive timely and effective assistance while maintaining high service quality standards in a remote work setting.

Key Responsibilities:
- Oversee and guide a remote support team to meet performance goals and deliver exceptional customer service
- Provide coaching, feedback, and training to support team members to enhance their skills and productivity
- Handle escalated customer inquiries and ensure prompt resolution of complex issues
- Collaborate with cross-functional teams to improve support processes and optimize customer satisfaction
- Monitor team performance metrics and generate reports for management review

Required Qualifications:
- 3+ years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity
- Proven track record of effectively managing remote teams and driving results in a distributed work environment
- Excellent communication and interpersonal skills to interact with team members and customers virtually
- Strong problem-solving abilities and a customer-centric mindset
- Proficiency in using remote collaboration tools and platforms for team communication

Technical Requirements:
- Dedicated home office space conducive to remote work
- Reliable high-speed internet connection (minimum 25 Mbps download speed)
- Ability to work flexible hours to accommodate team meetings across different time zones
- Proficiency in using remote collaboration tools such as Slack, Zoom, and Help Scout's platform
- Comfortable with virtual communication and video conferencing for remote team interactions

Desired Skills:
- Experience with customer support software or help desk systems
- Knowledge of customer relationship management (CRM) tools
- Ability to adapt quickly to changing priorities in a fast-paced remote work environment
- Strong analytical skills to interpret data and make informed decisions
- Passion for continuous learning and self-improvement in a remote work setup

Compensation & Benefits:
- Competitive annual salary range of $60,000 - $80,000 based on experience and qualifications
- Home office stipend or equipment provided to support remote work setup
- Flexible working hours with consideration for different time zones
- Virtual onboarding process for seamless integration into the remote team
- Remote team collaboration tools like Slack and Zoom for efficient communication
- Virtual team building activities to foster camaraderie and engagement
- Occasional travel requirements for team meetups and professional development opportunities

How to Apply:
To apply for the Remote Support Team Lead position at Help Scout, please submit your resume and a cover letter highlighting your relevant experience and remote work capabilities. We look forward to reviewing your application and potentially welcoming you to our remote team dedicated to delivering exceptional customer support.