Technical Support Team Lead (Tier 1)

About FURTHER

FURTHER is the leading AI-powered customer acquisition platform for senior care and healthcare organizations. Our digital experience platform and sales automation solutions make it easier for consumers to buy and easier for sales teams to sell, increasing conversion rates and driving incremental revenue for our clients. FURTHER is the only data platform in the industry that connects first-party marketing and sales data, making it easier for client marketing teams to be data-driven. FURTHER works with over 4,500 care communities and delivered $1.5B of revenue to our customers in 2023.

The Role

FURTHER is seeking an experienced Support Team Lead to join our global customer support organization. The ideal candidate will bring a strong background in SaaS support, with proven leadership skills to manage and develop our front line product support team. You will be responsible for implementing strategies to enhance customer satisfaction, optimize resolution times, and continuously improve our support processes. We need someone who can analyze performance metrics, manage knowledge bases, collaborate across departments, and provide valuable insights for product development. The right person for this role will have a mix of technical proficiency, analytical skills, and a passion for delivering exceptional customer experiences in a fast-paced, global environment.

What You’ll Own

• Team Leadership: Lead a team of Level 1 support representatives

• Strategy Development: Together with other Support leadership develop and implement support strategies to improve customer satisfaction and reduce resolution times

• Performance Analysis: Monitor and analyze support metrics to identify trends and areas for improvement

• Knowledge Management: Lead team to create and maintain internal and external product documentation, including FAQs and troubleshooting guides

• Cross-functional Collaboration: Collaborate with other departments to address product issues and enhance customer experience

• Issue Resolution: Provide escalation support for complex customer issues

• Team Development: Train and mentor support team members to improve their skills and knowledge

• Product Insight: Participate in product development discussions to provide insights from the support perspective

What You’ll Bring

• Education: Bachelor's degree in Business, Computer Science, or related field (or equivalent experience)

• Support Experience: 5+ years of experience in customer support or technical support roles

• Leadership Experience: 2+ years of experience in a management or team lead position

• SaaS Expertise: 3+ years of experience working with SaaS products, preferably in a support or customer success capacity

• Global Team Experience: Proven experience collaborating with leading global teams across multiple time zones

• Analytical Abilities: Excellent problem-solving and analytical skills

• Technical Proficiency: Proficiency in support ticket management systems like Zendesk and CRM software

Compensation Band

Our openings span more than one career level. The starting salary for this role is between $110,000 and $ 130,000 USD. The provided salary depends on many factors, such as location, work experience and transferable skills, business needs and impact, and market demands.

Equal Opportunity Employer

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

FURTHER is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. FURTHER considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. FURTHER is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.