Customer Support Team Lead, Cove
$70-80k
All-in-one commercial property management software
Job no longer available
All-in-one commercial property management software
21-100 employees
Job no longer available
$70-80k
21-100 employees
Company mission
To create a great solution for real estate and property management, and to be great contributors to our community.
Role
Who you are
- You've worked in Customer Support at a B2B SaaS company, handling inbound customer requests directly and owning the client experience end to end
- You may have previously served as a Customer Support Associate or Specialist, and you're ready for your next step: taking ownership of a team's output, not just your own queue
- You're comfortable managing people remotely, including team members based offshore, and you know how to keep a distributed team aligned, accountable, and moving fast
- You are a natural problem solver, taking on challenges directly and making sure clients end up happy
- You are organized and data-driven, always aware of what's next on your list and your team's priorities for the day
- You lead by example. You're still in the tickets, not just reviewing them
- You are comfortable in a fluctuating environment and embrace change on a daily basis
- You enjoy learning new things and digging into the details on technology and software applications
- You know that customer support is a core part of business strategy and are ready to collaborate across teams to help us hit our goals
- You have experience or strong interest in managing an offshore or distributed team, and understand the extra care needed to keep communication, coverage, and quality consistent across time zones
- 1–3 years of experience in a SaaS customer support role, ideally including some team lead or mentorship experience
- Experience with complex SaaS products used by multiple personas
- Experience managing or coordinating with an offshore or remote team is a plus
- Excellent verbal and written communication skills
- Excellent customer service skills and a genuine service mindset
- Strong problem-solving aptitude and comfort making judgment calls under pressure
- Must be service-oriented and enjoy working with both individuals and teams
- Past experience with Zendesk is a plus
- Past experience with JIRA is a plus
What the job involves
- As Cove's Customer Support Team Lead, you'll split your time between handling support requests yourself and managing the people who handle the rest
- You'll be a lead for support tickets that come in through email and other channels, making sure they're resolved in a timely manner, and you'll own any high-priority, customer-impacting issues until they're resolved within our SLA requirements
- You'll also manage our offshore support team members day to day: setting priorities, monitoring quality and ticket coverage, coaching on tone and technical accuracy, and making sure the team is hitting SLA and CSAT targets
- Ultimately, you are responsible for the success of the support team as a whole. This means Cove delivers a world-class support experience for every customer, reflected in a high external-facing Customer Satisfaction score
- Handle a share of day-to-day support tickets directly, including resolving requests and triaging high-priority issues in a timely manner
- Manage offshore support team members' day-to-day work: assigning priorities, monitoring ticket queues, and ensuring coverage across shifts
- Own the team's overall performance against SLA and CSAT targets, and put a plan in place when either slips
- Coach and develop offshore team members on ticket quality, tone, and technical troubleshooting
- Monitor all open tickets across the team and step in or reassign when needed
- Ensure responsive support to clients during normal business hours and after hours when scheduled
- Communicate and work cross-functionally with other departments until support issues reach resolution
- Proactively find ways to improve user experience, user adoption, and overall customer satisfaction
- Report on team capacity, ticket volume, and performance trends to Customer Success leadership
Our take
Despite digital innovation in most sectors, the way we interact with real estate and office spaces has been left relatively untouched. Whilst the concept of smart homes and offices does present an exception, this mostly concerns interacting with innovative hardware as opposed to the physical spaces that already exist within a property.
Cove builds technology and user experiences for real estate owners and business offices, aiming to augment them with cutting-edge technology. This includes space reservation software, guest check-ins, communication displays and room-viewing booking systems. The company also provides services such as catering, internet and workspace design.
Remote working has had a dramatic effect on the way people see their workplaces and living spaces, leading to many startups addressing convenience and technology in spaces. However, Cove has taken a unique approach to the matter, providing all-in-one innovation management and service packages to optimise the value it provides.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2024
$6m
EARLY VC
Jun 2022
$10m
EARLY VC
Total funding: $24.4m
Company benefits
- Competitive Salary
- Flexible Work Environment
- Paid Parental Leave
- 401k Match
- Health, Dental and Disability/Life Insurance
- Career Growth and Development
Company HQ
Kalorama, Washington, DC
Leadership
Adam Segal
(Co-Founder & CEO)Prior to co-founding Cove in 2013, Adam graduated from Northwestern University's Kellogg School of Management with an MBA in 2009 and then from Harvard Kennedy School in 2012 with an MPA.
Jeremy Scott
(Co-Founder & CTO)Alongside serving as Cove's CTO, Jeremy is a Research Assistant at MIT. He graduated from Massachusetts Institute of Technology with a PhD in Computer Science & Multimodal Interaction.
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