Team Lead of Customer Support

at ESO (View all jobs)
Remote, US

How You'll Support Our Mission

ESO is seeking a Team Lead to lead and inspire our technical support team.  You will be responsible for a team who provides exceptional support to customers who use our Registry applications.  This is very much a player/coach role where you will be guiding the support team and engaging with customers directly.  The ideal person will have both technical credentials and a friendly, consultative approach to solving technical support team problems, customer problems, and/or product concerns.

Reporting to the Manager of Fire Support, you will be part of our Customer Experience team.  

What You'll Be Doing - the day to day

  • Lead, inspire, and mentor a large technical support team.  Build and encourage a collegial, helpful, and results-driven work environment;
  • Monitor and manage queues (calls, emails, cases, chats) to meet key performance indicator requirements;
  • Assist with reporting of customer service metrics and report trends that may lead to KPI misses;
  • Ensure your direct reports are meeting call volume standards along with other key performance indicators; 
  • Heavily influence team members' performance by mentoring and providing ongoing coaching and feedback to align with team and individual KPIs;
  • Manage and contribute to knowledge base articles to help drive team effectiveness (author and edit knowledge base articles);
  • Effectively communicate relevant information with manager, team members, and other associated teams across company;
  • Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions;
  • Manage and work support tickets per industry best practices utilizing Salesforce;
  • Effectively communicate technical information to technical and non-technical customers;
  • Coordinate the resolution of technical issues with support team and escalate issues per pre-established guidelines;
  • Provide backup to after hours on-call techs when needed.

Who You Are - the essentials

  • At least 3 years of demonstrated experience in Technical/Customer Support environments, calls, emails, and other customer support channels
  • 1+ year of experience in a leadership role, managing teams;
  • Bachelor's degree or equivalent education and/or work experience;
  • Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics;
  • Experience with Microsoft Windows platform, desktops, and servers;
  • Troubleshooting experience (PC hardware/software, browsers, etc.)
  • Experience in a 34/7/365 work schedule environment
  • SaaS industry experience is a plus

Benefits & Perks

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:
  • Competitive health plans (medical, dental, & vision insurance)
  • PTO (starting at 20 days) & 12 company holidays
  • 401(k) with company match
  • Telemedicine service provided by ESO
  • Savings accounts (FSA, HSA, DCA)
  • Employee Assistance Program (EAP)
  • Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
  • Paid parental leave, new child program, & flexible parental return-to-work options
  • Casual office environments and unlimited office snacks and drinks
 
About ESO
 
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland. 
 
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission. 
 
All offers are contingent upon a successful background check.
 
 
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.  
 

Applicant Privacy Notice – please click here to review the privacy policy which details how your data is collected, used and protected.

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