Remote Support Team Lead at Zapier

Company Overview:
Zapier is a leading player in the remote customer support industry, revolutionizing the way businesses connect their apps and automate workflows. Embracing a fully remote work culture, Zapier values flexibility, autonomy, and collaboration in a distributed team setting. Our remote-first approach allows employees to work from anywhere in the USA, fostering a diverse and inclusive work environment where talent thrives without boundaries.

Position Summary:
As a Remote Support Team Lead at Zapier, you will play a pivotal role in overseeing and coordinating a team of remote support specialists. You will be responsible for ensuring exceptional customer service delivery, resolving escalated issues, and continuously improving support processes to enhance customer satisfaction. This role offers a unique opportunity to lead a remote team and contribute to the success of a dynamic, tech-savvy company.

Key Responsibilities:
- Lead and mentor a team of remote support specialists to deliver high-quality customer service
- Handle escalated customer issues and provide timely resolutions
- Develop and implement support strategies to optimize efficiency and productivity
- Collaborate with cross-functional teams to address customer needs and drive product improvements
- Monitor team performance metrics and provide regular feedback and coaching

Required Qualifications:
- 3+ years of experience in a customer support role, with at least 1 year in a leadership capacity
- Proven track record of successfully managing remote teams in a fast-paced environment
- Excellent communication and interpersonal skills to interact effectively with team members and customers
- Strong problem-solving abilities and a customer-centric mindset
- Proficiency in remote work tools and technologies for team collaboration

Technical Requirements:
- Dedicated home office setup with a quiet, professional workspace
- Reliable high-speed internet connection to support virtual communication
- Flexible working hours to accommodate team collaboration across different time zones
- Familiarity with remote team collaboration tools such as Slack, Zoom, and project management software

Desired Skills:
- Experience with customer support software and ticketing systems
- Knowledge of automation tools and workflows for process optimization
- Ability to adapt to changing priorities and multitask in a remote work environment

Compensation & Benefits:
- Competitive annual salary range of $65,000 - $85,000 commensurate with experience
- Home office stipend or equipment provided to support remote work setup
- Health, dental, and vision insurance benefits
- 401(k) retirement plan with company match
- Paid time off and flexible work hours to promote work-life balance

How to Apply:
To apply for the Remote Support Team Lead position at Zapier, please submit your resume and a cover letter outlining your relevant experience and qualifications. We look forward to reviewing your application and potentially welcoming you to our remote team.