Remote Support Team Lead

Company Overview:
Twist is a leading provider in the remote customer support industry, specializing in innovative solutions for seamless customer interactions. Our company fully embraces remote work, allowing employees to thrive in a flexible and collaborative virtual environment. At Twist, we value diversity, inclusion, and professional growth, fostering a culture where remote team members can excel and contribute meaningfully from anywhere in the USA.

Position Summary:
We are seeking a Remote Support Team Lead to oversee and manage our dynamic remote customer support team. This role requires a proactive individual with exceptional leadership skills and a passion for delivering top-notch customer service in a remote setting. The Remote Support Team Lead will play a crucial role in ensuring the team's success and maintaining high customer satisfaction levels.

Key Responsibilities:
- Lead and mentor a team of remote customer support representatives to achieve performance goals and deliver exceptional service.
- Develop and implement strategies to enhance customer support processes and efficiency in a remote work environment.
- Monitor team performance, provide regular feedback, and conduct performance evaluations to drive continuous improvement.
- Collaborate with cross-functional teams to resolve complex customer issues and escalate when necessary.
- Analyze customer support metrics and trends to identify areas for improvement and implement solutions accordingly.

Required Qualifications:
- Proven experience in a customer support leadership role, preferably in a remote work setting.
- Strong communication and interpersonal skills to effectively lead a distributed team.
- Ability to multitask, prioritize tasks, and meet deadlines in a fast-paced remote environment.
- Proficiency in using remote team collaboration tools such as Slack, Zoom, and Helpdesk software.
- Excellent problem-solving skills and a customer-centric approach to handling inquiries and escalations.

Technical Requirements:
- Dedicated home office setup with high-speed internet connection.
- Comfortable working remotely with the ability to maintain regular working hours in Pacific Time Zone.
- Proficiency in using remote communication tools and platforms for seamless collaboration with team members.

Desired Skills:
- Experience in implementing virtual team building activities and fostering a positive remote work culture.
- Knowledge of customer support best practices and industry trends.
- Ability to adapt to changing priorities and work effectively in a remote team environment.

Compensation & Benefits:
- Competitive annual salary range of $60,000 - $80,000 commensurate with experience.
- Home office stipend or equipment provided to support remote work setup.
- Flexible working hours with consideration for time zone differences.
- Virtual onboarding process and ongoing training opportunities.
- Access to remote team collaboration tools and resources.
- Health insurance benefits, paid time off, and opportunities for professional development.

How to Apply:
To apply for the Remote Support Team Lead position at Twist, please submit your resume and a cover letter outlining your relevant experience and why you are interested in this role. Our remote hiring process includes virtual interviews and assessments to evaluate candidates' suitability for remote work. We look forward to receiving your application and exploring the opportunity to welcome you to our remote team at Twist.