Full-Time Team Lead Customer Support

We are looking for a Customer Support Team Leader to join a high-growth team on a mission to drive success, growth, and excellence for companies that have turned to the new way of hiring. This role is instrumental in driving the overall success of SmartRecruiter's talent acquisition SaaS platform, ensuring more people continue to be wowed and fall in love with our brand and hiring success methodology.

Fixed work schedule: 15:00 to 23:00 (CET).

Daily Responsibilities:

• Interact with SmartRecruiters teams and customers to answer questions, resolve issues, and educate.
• Handle escalated customer support cases.
• Escalate internal support agent issues.
• Attend weekly support calls with Enterprise customers.

Internal Responsibilities:

• Lead internal training sessions for Tier 1 and Tier 2 Support Agents.
• Manage and contribute responses to internal support questions on Slack.
• Schedule and lead new hire training.
• Contribute to weekly Support team meetings.
• Drive high customer satisfaction.
• Identify, test, and call out technical issues.
• Coach direct reports on support processes and best practices.
• Collaborate with product management, engineering, and professional services.
• Lead projects in the support domain.

Skills and Experience:

• General ATS experience (SmartRecruiters knowledge a plus).
• Fluency in English.
• Experience with API Technology (OAuth 2.0 a plus).
• Experience with Web SSO (SAML 2.0).
• Strong knowledge of Support Case tracking systems (Salesforce and JIRA a plus).
• Professional and confident communication with diverse customers.
• Customer support experience, preferably in the Enterprise space.
• Strong interpersonal, written, and spoken communication skills.
• Motivated self-starter with initiative, objection handling, and negotiation skills.
• Experience in technical customer support in a SaaS environment.
• Passion for technology.
• Positive, energetic, and proactive attitude.
• Call center experience a plus.
• Knowledge of other languages a plus.

Company Culture:

• Passionate about SmartRecruiters' mission.
• Eager to provide best-in-class customer experience.
• Motivated by a fast-paced, high-growth environment.
• Enjoys working in a dynamic team.

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