SmartRecruiters Inc is hiring a Team Lead, Customer Support (Night Shift) to lead a team on a night shift schedule, driving success for our talent acquisition SaaS platform. You will be responsible for handling escalated cases, leading customer calls, training agents, and ensuring a high level of customer satisfaction.
What You'll Do
- Interact daily with SmartRecruiters teams and customers to answer questions, resolve issues, and help them succeed.
- Take on a portion of externally escalated customer support cases.
- Be the main point of internal escalation for Customer Support Agents.
- Attend weekly support calls with 2-4 SmartRecruiters Enterprise customers to address questions and push cases to resolution.
- Lead internal training sessions for Tier 1 and Tier 2 Support Agents.
- Manage and contribute to internal questions on the Support slack channel daily.
- 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 product management, engineering, and professional services teams to execute our customer success strategy.
- Lead various projects in the support domain.
- Be an ambassador for SmartRecruiters and its culture.
What We're Looking For
- General Applicant Tracking System (ATS) experience.
- Excellent English skills.
- Ability to interact and communicate professionally and confidently with a diverse customer base.
- Customer support experience.
- 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 make an impact.
- Positive, energetic, with a can-do attitude.
- Call center experience.
- Openness to a fixed work schedule from 12:00 to 08:00 CET.
Nice to Have
- Knowledge of the SmartRecruiters application.
- Strong knowledge of Support Case tracking systems (SalesForce and JIRA are a plus).
- Customer support experience in the Enterprise space.
- Proficiency in other languages.
Work Mode
This position is remote-friendly, supporting a culture that is welcoming, respectful, and empowering.
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.
