Customer Support Team Lead

Customer Support Team Lead

We are seeking a highly skilled and experienced Customer Support Team Lead to be a part of our team. Customer Support Team Lead will act as the technical expert and will be responsible for identifying and removing any blockers that may hinder the team's productivity. They will also be responsible for developing cross-functional relationships with other peer teams and leads within the organization to prioritize and solve complex problems.  

Why work at SMG?
SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other multi-location consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. And with our 2024 acquisition of Bulbshare, we also help the world’s leading organizations grow through real-time customer collaboration by building mobile-first customer communities in over 30 markets worldwide, enabling clients to collaborate with consumers quickly and effectively for insights, ideation, and advocacy.

We offer our talent -

• Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge. 
• Values driven culture where we connect, collaborate & co-create.
• Remote first company (fully remote)
• Unlimited PTO   
• Tech provided
• Company sick pay

Diverse, experienced, friendly team which will welcome you, support you and challenge you. We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.


As a Customer Support Team Lead at SMG, this is what you will do:

• Be the technical expert for the team, providing guidance and support to team members.  
• Identify and remove any blockers that may hinder the team's productivity.  
• Handle escalations as the first contact and face of the team for all internal and external customers.  
• Monitor the queue, handle assignments and reassignments based on real-time organizational goals and priorities.  
• Continuously evaluate and improve team processes with a focus on simplification, automation, and ticket deflection to enhance operational efficiency, reduce repetitive workload, and elevate the customer experience.  
• Provide proactive communication tailored to the audience (external customers, internal customers, stakeholders, ELT members, etc.)  
• Identify and highlight patterns that may become problems and develop strategies to address them.  
• Run the 1:1 about quality and ticket solving and weekly team meetings.  
• Identify improvement opportunities and potential strategies for the team and organizational goals.  
• Collaborate with other teams and leads to ensure seamless customer support experience.  
• Ensure team members adhere to company policies, procedures, and guidelines.  
• Self-manage and prioritize tasks to ensure timely and effective resolution of customer issues.  

You are a perfect match for the role if you have:

• Bachelor’s degree or equivalent work experience required 
• Minimum 3 years’ experience as a Customer Support or equivalent work 
• Proven track record in a support role focused on prioritizing work and providing solutions 
• Able to self-manage and prioritize tasks to ensure prompt and effective resolution of customer issues 
• Proven experience adapting to technology, synthesizing that knowledge and implementing solutions quickly 
• The ability to break down technical solutions to a non-technical audience 
• Strong customer service skills (written and verbal) 
• Comfortable in a role providing quick solutions over many products. 
• Excellent command of English 

About SMG:  
To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.