Remote Support Team Lead

Company Overview:
InVision is a leading company in the Remote Customer Support industry, known for its innovative approach to remote work. Our remote-first culture embraces flexibility, autonomy, and collaboration, allowing employees to work from anywhere in the USA. We prioritize work-life balance and provide the necessary tools and resources for our team members to excel in a distributed work environment.

Position Summary:
As the Remote Support Team Lead at InVision, you will play a crucial role in managing a team of remote support specialists dedicated to providing exceptional customer service. You will lead by example, ensuring that our customers receive timely and effective support while fostering a positive team culture within a remote setting.

Key Responsibilities:
- Lead and mentor a team of remote support specialists to deliver high-quality customer service
- Monitor team performance, provide feedback, and implement strategies to improve efficiency and effectiveness
- Collaborate with cross-functional teams to address customer issues and enhance the overall support experience
- Analyze support metrics and trends to identify areas for improvement and implement solutions
- Handle escalated customer inquiries and ensure timely resolution
- Contribute to the development of support processes and best practices

Required Qualifications:
- Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity
- Strong communication and interpersonal skills to effectively lead a remote team
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
- Experience working remotely and managing remote teams
- Excellent problem-solving skills and a customer-centric mindset

Technical Requirements:
- Dedicated home office setup with a reliable internet connection
- Minimum internet speed of 25 Mbps for download and 10 Mbps for upload
- Ability to work flexible hours to accommodate different time zones within the USA

Desired Skills:
- Experience with remote collaboration tools such as Slack, Zoom, and Jira
- Familiarity with customer support software and ticketing systems
- Strong analytical skills for data-driven decision-making
- Proven track record of driving team performance and meeting KPIs

Compensation & Benefits:
- Competitive annual salary range of $60,000 to $80,000, commensurate with experience
- Home office stipend or equipment provided to support remote work setup
- Health, dental, and vision insurance coverage
- 401(k) retirement plan with employer matching
- Flexible working hours with consideration for different time zones
- Virtual onboarding process and ongoing training opportunities
- Virtual team building activities and remote collaboration tools
- Occasional travel requirements for team meetups (post-pandemic)

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