Remote Support Team Lead

Company Overview:
Buffer is a leading company in the Remote Customer Support industry, known for its innovative approach to remote work. At Buffer, we embrace and thrive in a fully remote work environment, allowing employees the flexibility to work from anywhere in the USA. Our remote work culture prioritizes work-life balance, collaboration, and personal development.

Position Summary:
As a Remote Support Team Lead at Buffer, you will play a crucial role in managing and leading a team of remote support professionals. You will be responsible for ensuring exceptional customer service, resolving complex issues, and providing guidance and mentorship to team members. This role is fully remote, offering the opportunity to work from the comfort of your own home while contributing to a dynamic and distributed team.

Key Responsibilities:
- Lead and manage a remote support team to deliver exceptional customer service
- Handle escalated customer inquiries and provide timely resolutions
- Develop and implement support strategies to enhance customer satisfaction
- Monitor team performance metrics and provide regular feedback and coaching
- Collaborate with cross-functional teams to improve support processes and procedures

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 meeting and exceeding customer service targets
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and attention to detail
- Proficiency in remote team management and collaboration tools

Technical Requirements:
- Dedicated home office setup with high-speed internet connection
- Ability to work flexible hours, accommodating different time zones as needed
- Proficiency in using remote communication and collaboration tools such as Slack, Zoom, and Google Workspace

Desired Skills:
- Experience in remote team management
- Knowledge of customer support software and ticketing systems
- Ability to adapt to changing priorities in a fast-paced environment
- Strong analytical skills for data-driven decision-making

Compensation & Benefits:
- Competitive annual salary range of $65,000 - $85,000, commensurate with experience
- Home office stipend or equipment provided
- Flexible working hours with consideration for different time zones
- Virtual onboarding process and ongoing training opportunities
- Remote team collaboration tools like Slack and Zoom
- Regular virtual team building activities
- Occasional travel requirements for team meetups (post-pandemic)

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