Job Title: Support Team Lead

Sertifi offers an Agreement Platform built for businesses who need a more efficient and secure way to manage the full contract process. We simplify how businesses send and collect agreements and payments by bringing it all into one secure platform. Sertifi automates business processes, saves you time from performing repetitive tasks, enhances security and PCI-compliance, and provides customers an easy and convenient way to do business with your company. Thousands of businesses around the world use Sertifi to streamline their contracts and payment processes, recognize revenue faster, and increase job efficiency.   

This position will be responsible for leading the day-to-day operations of the customer support team, building out 24/7 support with both internal and outsourced teams, and driving an extraordinary customer experience. This person will have experience leading a technical customer support team, solving operational issues, a high degree of emotional intelligence, and able to perform front-line, daily support.

Challenges You’ll Tackle: 

• Lead the Customer Support function and assist in building out the team, both internally and with third-party support
• Implement and track key support metrics such as productivity, CSAT, and resolution time
• Develop processes for customer support issues and share best practices to enhance the quality and efficiency of our team
• Manage team members, own scheduling, set goals and expectations, perform 1:1s, provide ongoing feedback, coach team members to hit goals
• Roll-up sleeves and work with customers and partners directly to identify, prioritize, and solve problems
• Serve as Tier 2 support for escalated customer issues
• Manage escalations to Tier 3 support and other internal teams and own customer issues through to completion
• Work closely with our partners to investigate and solve payment issues
• Promote a culture of high performance and a customer-first approach
• Act as our customer's voice and make recommendations to Product and Technology teams around feature requests
• Establish a high level of personal credibility and build strong relationships to improve customer satisfaction

What You’ll Need to Succeed: 

• Ability to manage direct reports, including conducting 1:1s, providing coaching and feedback, and managing performance expectations
• Highly passionate about the customer experience and quality of support resolution
• Ability to perform front-line, daily support to our customers with a focus on both quality and efficiency
• Ability to hire and successfully onboard new employees to the team
• Ability to build relationships and motivate team members to drive results
• Exceptional written and verbal communication skills with internal team members and customers
• Strong problem resolution and analytical skills
• Ability to multi-task, meet SLAs, and prioritize projects
• Experience in customer support or customer service role, preferably within a B2B SaaS organization
• Experience building out processes to make a team more efficient
• Experience with global support solutions or working with third-party support a plus
• Bachelor's degree or equivalent work experience
• Experience with Salesforce.com
• Experience with Adobe Acrobat Pro and MS Office
• Exposure to support ticketing system, preferably Zendesk

What’s in it for you:   

You will work in a collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment, weekly team lunches, company outings, and a convenient River North location close to public transit.    

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.