Enterprise Team Lead, ROLLER
Technical Support
More information about location
Leisure industry management software
Be an early applicant
Leisure industry management software
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- You’ve been there, done that, and have a bias for action and results. You know that building extraordinary foundations and positive relationships is the key to driving engagement and ensuring the strategic pieces of work land with positive impact
- You must have experience working in a similar role within a SaaS or POS Payments business
- Experience as a team leader and working closely with Level 1 and Level 2 Support Staff
- The role is hybrid and requires you to be located in Austin, Texas
- Formal IT qualifications, bonus if you have a bachelor’s degree in a related field
- 2+ years proven experience working with Enterprise customers in a software or technology environment
- Demonstrated leadership capabilities and the ability to motivate and inspire a diverse team
- Experience working with Slack, JIRA, Google Sheets, and Salesforce
- Strong written & verbal communication skills
- You will be very tech-savvy and able to pick up new tools very quickly
- Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment
- You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow
- Great customer service skills; demonstrated experience is a must!
- A high level of organizational skills and time management skills
- Strong attention to detail
What the job involves
- We are seeking a passionate Enterprise Support Team Leader in the US to join our growing global Customer Support Team. Bringing previous experience working with Point of Sale (POS) systems or within a SaaS company, you will be responsible for leading a high-performing support team that delivers exceptional service to ROLLER’s most critical customers.
- You’ll act as both a coach and a contributor—ensuring the team operates with excellence while resolving complex, high-priority issues that impact our strategic clients and business continuity. Your leadership will be crucial in driving customer satisfaction, minimizing escalations, and ensuring the team consistently meets their targets
- This role requires excellent communication, technical and collaboration skills to ensure the team's success and our customers’ success
- Team Leadership & Performance Management:
- Lead a team of Enterprise Support Specialists, setting clear goals and performance expectations
- Mentor and coach team members to improve technical capabilities, customer interactions, and process adherence
- Customer Advocacy & Support Operations:
- Become a Trusted Advisor for Enterprise Support Clients and act as the main point of escalation for major or sensitive issues
- Ensure prompt, effective resolution of high-priority tickets while maintaining excellent communication with stakeholders
- Proactively monitor key account health and partner with Customer Success Managers (CSMs) and Product/Engineering on known issues
- Monthly meetings with Enterprise Support Accounts to ensure their success and meet KPIs and SLA requirements
- Stay informed on new feature releases and how they might impact clients’ processes
- Process Improvement & Quality Assurance:
- Identify recurring problems and contribute to root-cause analysis and process enhancements
- Collaborate with our Technical Writing team to create internal playbooks for Enterprise Support accounts and Resolution Guides to help us scale our support into the future
- Maintain and improve SOPs, workflows, and knowledge base documentation related to Enterprise support functions
- Cross-Functional Collaboration:
- Work closely with Engineering, Product, and Customer Success to advocate for customers and resolve complex technical issues
- Collaborate with the Support Ops team to analyze data and implement improvements to ticket routing, SLAs, and reporting
Application process
- Initial call with our Talent Acquisition Manager
- You’ll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have
- Interview with our Director of Support
- You will get to meet with our Director of Support to learn more about the role & ROLLER while also talking through your experience in more detail
- Technical Skills and Management Assignment
- You will demonstrate your skills to the support leadership team
- Loop Interviews
- This is where you will get to meet our wider ROLLER team to do a ‘vibe check’ on us to make sure our culture & vibe meet what you are looking for!
- Offer
- If all lights are green and the fit feels right, we’ll conduct reference checks and you'll receive an offer to join!
Our take
Attractions have been somewhat left behind compared to other industries when it comes to digital tools. Operating in a space between traditional businesses, hospitality venues and live events, they generally have to cobble together solutions from ill-fitting CRMs, ticketing systems, and spreadsheets. Founded in 2011, ROLLER aims to improve this situation by providing an all-in-one platform for managing guest experiences at attractions from trampoline parks to medieval fairs.
ROLLER is unique in its focus on the leisure and attractions industry and has built an all-in-one cloud-based platform that is highly regarded within the sector for its speed, flexibility and reliability. The platform is used by its customers to manage over 100 million visitors per year at 1,200 attractions, with $4 Billion in transactions annually.
Recently, the company has strengthened its position through a number of partnerships. These collaborations, alongside substantial funding, push ROLLER to offer even more innovative solutions to its clients. As the industry continues to recover and evolve, ROLLER is ready for sustained growth and an expanding influence in the sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2023
$51.5m
SERIES C
Dec 2022
$18.5m
SERIES B
Total funding: $79.9m
Company benefits
- Four ROLLER Recharge days per year (that is four additional days of leave that we all take off together as a team to rest and recuperate)
- Claim up to $120 work-from-home expenses per month
- 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers
- Free Medical Insurance
- 401(k) Plan
- Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
- Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more
- Work with a driven, fun, and switched-on team that likes to raise the bar in all we do
- Individual learning and development budget plus genuine career growth opportunities as we continue to expand!
Company HQ
East Cesar Chavez, Austin, TX
Leadership
Luke Finn
(Co-Founder & CEO)Prior to co-founding ROLLER they were an Analyst at Fulton Hogan.
Mark J Finn
(Co-Founder & CFO)Currently also a Mentor at Techstars and a Member of the Tech Council of Australia. Was previously Global Transformation Advisor at PwC. Before that was an Analyst for Macquarie Group.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 14 more jobs at ROLLER