Customer Support Team Lead

About Cove

Cove is a prominent provider specializing in software solutions tailored for owners and operators in all commercial real estate asset types. They are revolutionizing property technology by integrating previously separate functionalities and modernizing outdated systems in significant buildings nationwide, such as the Willis Tower, the largest multi-tenant structure in North America. The Cove team collaborates closely with property managers, landlords, engineers, and tenants to streamline their real estate interactions and enhance asset value.

Supported by strategic investors like Blackstone, Cove is a rapidly expanding startup entering an accelerated growth phase. They seek top professionals experienced in SaaS, commercial real estate, and client engagement to join their team.

About You

• You have experience working in Customer Support within a B2B SaaS environment, managing incoming customer requests and fully overseeing client experiences.
• You might have held roles such as Customer Support Associate or Specialist and are ready to advance by leading a team's efforts rather than just managing your own workload.
• You are adept at managing remote teams, including offshore members, ensuring team alignment, accountability, and efficiency.

Key Personal Attributes

• You approach challenges proactively and ensure customers are satisfied with solutions.
• You are highly organized and base your tasks on data and priority awareness both for yourself and your team.
• You lead by example and remain actively involved in support ticket handling.
• You adapt well to environments with frequent changes and enjoy daily learning about technology and software applications.
• You understand customer support's strategic importance and collaborate across departments to achieve organizational goals.
• You have experience or a strong interest in overseeing distributed teams and are attentive to communication, coverage, and quality across time zones.

Role Responsibilities

• Address a portion of daily support tickets personally, prioritizing and resolving issues quickly, especially high-impact ones, within SLA parameters.
• Oversee offshore support members’ daily activities, including setting priorities, monitoring workflows, and ensuring shift coverage.
• Be accountable for the team’s adherence to SLA and customer satisfaction targets; implement corrective actions as necessary.
• Guide and develop offshore staff regarding ticket quality, communication tone, and technical troubleshooting skills.
• Monitor team-wide ticket status, stepping in or reassigning when needed to maintain service levels.
• Guarantee timely, responsive client support during business hours and scheduled after-hours.
• Collaborate cross-functionally with other departments until issues are fully resolved.
• Identify and propose enhancements to improve user experience, adoption, and overall satisfaction.
• Provide reports on team capacity, ticket volumes, and performance trends to Customer Success leadership.

Qualifications

• 1 to 3 years of experience in SaaS customer support, ideally including some leadership or mentoring responsibilities.
• Familiarity with complex SaaS products catering to multiple types of users.
• Experience managing or liaising with offshore or remote teams is advantageous.
• Strong verbal and written communication capabilities.
• Excellent customer service orientation and genuine commitment to service.
• Strong problem-solving skills with the ability to make sound decisions under pressure.
• Service-minded and comfortable working with individuals and teams alike.
• Experience with Zendesk and JIRA is a beneficial plus.

Compensation

The base salary range is $70,000 to $80,000 annually.