San Francisco, CA, United States of America, Remote
Smile, the developer of the B2B SaaS productivity tool TextExpander, has been making people more productive for over 15 years. While returning millions of hours of productive time to our customers, we’ve grown from a 2 person team to a team of more than 30 - all while remaining self-funded and profitable! We’re now looking to grow the team with the skills of a Support Team Lead to carry on Smile’s track record of exceptional support and customer service.
Work with our talented, internationally diverse, remote team as we learn, grow, and continually improve.
Smile is seeking a technically adept, hands-on Technical Support Lead to lead a team of Technical Support Specialists to provide world-class support to our TextExpander and PDFpen users. Your day-to-day work will include working cross-functionally with engineering and sales to solve complex tier 2 technical problems, mentoring your team, and creating processes that set our team, and our customers, up for success.
You love to troubleshoot and solve problems. You won’t stop until you’ve figured out a solution for our customer.
You have patience and you can read between the lines to understand customers who may not know the technical terms to explain their problems.
You’re driven to help customers and “Passion for Customer” isn’t just one of our values, it’s one of yours too!
Leading and mentoring a team comes second nature.
Gain an expert understanding of our SaaS applications, TextExpander and PDFpen, to resolve complex client requests. As a leader in the Customer Support department, you will be expected to stay up to date with application enhancements and understand how to translate enhancements into customer value
Work closely with our Product department to understand our development lifecycle as it pertains to the Customer Support department. Act as a customer advocate for client product features and defects
High-speed, reliable Internet connection
Smile develops productivity software for Mac, Windows, Chrome, iPhone, and iPad. Headquartered in San Francisco, California, Smile is a closely-knit, geographically diverse company, with roots in the Mac community. We have proudly served our customers for over a decade.
At Smile, we embrace diversity and recognize that we have work to do in that area. We strongly encourage underrepresented minorities to apply, even if they're not sure they meet all qualifications.
Smile provides equal employment opportunities (EEO) to all employees and applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
To apply, click the link below or send us an email with your story and the salary you want. CVs, and also links to your LinkedIn and Github profile.
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