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TITLE

 

Customer Support Lead

COMPANY

 

Copper

LOCATION

 

San Francisco, CA, US

Description

Somewhere along the way, CRM got really hard to use. We’re changing that. Copper was built with three basic principles in mind: keep it simple, show what matters, and make it actionable. 

We are looking for a Tier 1 Lead is very similar to a Tier 1 Specialist but with additional leadership responsibilities. The Tier 1 Lead role ensures that all of Tier 1 is operating at expected quality and efficiency. Ensuring all Tier 1 staff are up-to-date on training for product and policies, and mentoring the Tier 1 team for performance and professional growth is the primary responsibility. In addition to their leadership they also operate as an expert Specialist in resolving tickets and delighting the customer. 

A day in the life...
  • Responding to individual customer support issues and ensuring a timely response to all customer support inquiries
  • Use of Zendesk, support chat, and internal support tools
  • Following outlined workflows for resolving tickets using macros, tags, and troubleshooting guidelines.
  • Ownership of individual performance metrics as designed by management 
  • Identifying technical issues, suggesting enhancements, and communicating them to the company.
  • Problem solve and create solutions to meet customer requests
  • Work with our Support Manager and other members of the Customer Success team to improve internal processes and escalate emerging needs.
  • Mentor other agents and work with Tier 2 to develop and improve appropriate training and Support Processes.
  • Serve as a first point of escalation for new Tier 1 Specialists or new issue types. 

You have...
  • 3-5+ years prior experience in customer support
  • Bachelor's Degree from a 4-year University or equivalent work experience
  • Familiarity with Support standards (ITSM/ITIL)
  • Excellent oral and written communication skills
  • Passion to exceed customer expectations while maintaining efficiency.
  • Self-motivated and obsessed with continuous improvement
  • Positive attitude and ability to persevere through multiple customer challenges each day
  • Track record of consistency and quality service.
  • Excellent team player and able to work under own initiative
  • Ability to work in a very energetic, startup office setting
  • Leadership skills and experience, preferably in a Support context.
  • This role reports the Support Manager and could be remote, contracted, or outsourced

Tell me more about Copper...
  • Great team: Founded by successful veterans of Yahoo, Zynga, and eBay
  • Huge market: Disrupting a massive, growing $35+ billion market for CRMs
  • Funding: Raised over $87M for our Series C from top-tier investors 
  • On a roll: Our technology has won the following awards in the last year: G2Crowd #1 in Customer Satisfaction Summer Rankings, Google Best New Tech Partner of the Year
  • Happy customers: Help hundreds of small and medium-sized businesses be more successful. Just read our reviews.
  • Impact: A fun, transparent, and exciting start-up culture that empowers its people to make a huge impact.
  • Goodies: Awesome benefits, convenient SOMA location, beautiful office, catered lunch, team outings, and more!

Apply for the job

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