Team Lead Customer Support

2 weeks ago

Banana Shire, Australia SmartRecruiters Full time

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Company Description
SmartRecruiters powers Superhuman Hiring by freeing talent acquisition teams from legacy applicant tracking software and equipping them with next-gen AI functionality. SmartRecruiters' platform serves as the hiring operating system for 4,000 customers, including Bosch, LinkedIn, and Visa. Companies with business-critical hiring needs turn to SmartRecruiters for best-of-breed functionality, world-class support, and a robust ecosystem of third-party applications and service providers.

We are a values-driven, globally focused tech employer with strong financial backing. By solving the biggest problems, we focus our efforts on what matters most, driving real impact for our organization and customers. For the past three years, we've been recognized as a strategic leader in recruitment technology by Fosway Industry Analysts. In 2023 and 2024, we received prestigious awards from Comparably for being a top company for Women, Perks, and Benefits, Work-Life Balance, Happiness, Compensation, Diversity, Culture, and Company Outlook.

At our core, we commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence. We foster a collaborative and inclusive work environment, where trust and determination bring us together - because together, we will win. With competitive salaries, generous equity, and strong internal mobility, we ensure that high performers have meaningful growth opportunities. Our remote-friendly culture is welcoming, respectful, and built to empower every team member to thrive.

Job Description
We are looking for a Customer Support Team Leader to join a high-growth team on a mission to drive success, growth, and excellence for companies that have turned to the new way of hiring. In this role, you will be instrumental in driving the overall success of SmartRecruiter's talent acquisition SaaS platform and ensure more people continue to be wowed and fall in love with our brand and hiring success methodology.

This role requires openness to a fixed work schedule from 15:00 to 23:00 (CET). Please ensure you are comfortable with these hours, as they are essential for the position.

You will:

  • Interact every day with SmartRecruiters teams and customers to answer questions, resolve issues, educate, and help them succeed
  • Take on a portion of the escalated customer support cases (externally escalated by customers)
  • Be the main point of escalation for the Customer Support Agent (internally escalated)
  • Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers, to answer support-related questions and push support cases to resolution
  • Lead internal training sessions for Tier 1 and Tier 2 Support Agents
  • Manage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support Slack channel on a daily basis
  • Schedule and lead new hire training and enablement sessions
  • Contribute to weekly Support team meetings
  • Drive a high level of customer satisfaction
  • Identify, test, and call out technical issues
  • Teach and coach direct reports on Support Team processes and best practices
  • Collaborate closely with all parts of the organization, including product management, engineering, and professional services teams to contribute and execute on our strategy to make customers successful
  • Be ready to get involved and lead various projects in the support domain
  • Be an ambassador for SmartRecruiters and its culture

Qualifications

  • General ATS experience (knowledge of the SmartRecruiters application would be a bit plus)
  • Fluency in English is essential
  • Experience with API Technology (OAuth 2.0 is a plus)
  • Experience with Web SSO (SAML 2.0)
  • Strong knowledge of Support Case tracking systems (both internal and external) - SalesForce and JIRA are a plus
  • Ability to interact and communicate professionally and confidently with a diverse customer base.
  • Customer support experience, preferably in the Enterprise space
  • Strong interpersonal, written, and spoken communication skills
  • Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations
  • Experience in technical customer support in a SaaS environment
  • A passion for technology and a drive to change the world
  • Positive, energetic, with a can-do attitude
  • Call center experience
  • Knowledge of other languages would be a plus

Culturally, the ideal hire is

  • Passionate about SmartRecruiters' mission of connecting people to jobs at scale
  • Eager to provide best-in-class customer experience
  • Motivated by a fast-paced, high-growth environment
  • Enjoys working with and being part of a dynamic team

Additional Information
SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
  • Industries
  • Technology, Information and Internet and Software Development
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