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About innRoad
innRoad is a Software-as-a-Service (SaaS) company providing thousands of hospitality clients worldwide with best-in-class Property Management, Rate Management, Channel Management and Guest Conversion solutions focused on growing their business.
At innRoad, we embrace and encourage diversity, flexibility, and connectivity between coworkers at all levels. We value the perspectives, needs and contributions of all individuals in our workplace.
The Opportunity
innRoad is searching for a highly motivated Customer Support Team Lead with a passion for hospitality to join our fast-growing Operations team. Success in this role will help innRoad continue to service clients in our core markets!
A Day in the Life of a Customer Support Team Lead at innRoad:
- Recruit, hire and train customer support representatives
- Serve as a trusted advisor to clients
- Monitor CSA KPIs and provide coaching and feedback to help reps achieve their targets within a time sensitive and fast-paced environment
- Work cross functionally with the Engineering and Product team to resolve problems
- Keep innRoad team members and clients well informed of a project status and note any potential roadblocks or agreed upon changes to the established plans
- Own Support processes of innRoad and notify upper management of any problem areas or roadblocks
- Manage workload of the support team by ensuring support tickets are evenly distributed, actioned and escalated as required
Qualifications
- 3+ years’ experience managing a team
- 5+ years’ experience in a customer support role
- SaaS experience a plus
- Hospitality experience a plus
- Experience using a CRM such as Zendesk
Characteristics of a Successful Customer Support Team Lead:
- Problem solver
- Thrives in a multitasking environment and can adjust priorities on the fly
- Self-starter with a positive, can-do attitude
- Empathetic: You can build and own relationships with clients
- Process-oriented
- Desire to provide excellent customer service and success is non-negotiable
Why You Should Apply Now
- Remote work opportunity
- Open door policy with management
- innRoad offers a comprehensive benefits package including health, vision, dental, healthcare FSA, dependent care FSA, 401K Match, generous PTO, and observed holidays. We have a culture built on collaborative teamwork, respect, transparency, can-do attitudes and professional growth.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Do you have experience working in the hospitality industry?
- Do you have experience using a CRM (such as Zendesk)?
- Do you have experience working in the saas industry?
- How many years of experience do you have managing a team?
- How many years of experience do you have in a customer support role?
Work Location: Remote
