Support Lead

Title:

Support Lead Location:

Remote Type:

Full-Time Direct Hire Your role: Oversee the daily support queue, prioritize tickets, and ensure timely, high-quality resolutions for customer issues. Serve as the main point of contact for customer support, guiding clients through troubleshooting steps and escalating as needed. Streamline and improve support processes, workflows, and documentation to enhance team efficiency and consistency. Manage and mentor a small team of support specialists, providing coaching and performance feedback. Build deep product knowledge and understand how clients in the water and wastewater industry use the platform. Collaborate with Product, Engineering, and Customer Success teams to resolve complex technical issues. Maintain and update internal and external knowledge base content, including FAQs and training resources. Monitor support metrics and customer feedback to identify recurring issues and opportunities for improvement. What you ve got: At least 8 years of experience in technical support, ideally in a SaaS environment. 2+ years of experience in a supervisory or leadership role. Strong troubleshooting and analytical skills, with a customer-focused approach. Familiarity with tools like Zendesk, Intercom, Jira, or similar platforms. Excellent written and verbal communication skills, with the ability to explain technical issues clearly. Understanding of the water, wastewater, or environmental compliance industry is a strong plus.

Bonus:

Knowledge of regulatory frameworks like EPA or NPDES, basic scripting, database and API experience, and/or background in client onboarding and training. To find more great tech-centric jobs, please visit ;/p> Employers have access to artificial intelligence language tools ("AI") that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity. Report this job

Dice Id:

10107731

Position Id:

JOB-7019