Experienced Customer Support Team Lead – Trucking Industry Expertise

At careerzynith, we're revolutionizing the $800B trucking industry by providing innovative payment products that help truckers save thousands of dollars on fuel, their #1 business expense. Our mission is to empower small trucking businesses to thrive, and we're looking for a customer-obsessed teammate to join our fast-growing marketplace business on this exciting journey.

As a Customer Support Team Lead at careerzynith, you'll be at the heart of our mission, guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. You'll play a vital role in helping small trucking businesses succeed by ensuring our agents are equipped, motivated, and empowered to resolve issues quickly and effectively. This is a hands-on leadership role where you'll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience.

• *About careerzynith**

careerzynith is a fast-growing marketplace business that's changing the trucking industry for the better. We're backed by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups, and we've been recognized as one of the Forbes Fintech 50 list. Our core team hails from industry leaders like Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm, and Brex.

• *Our Core Values**

At careerzynith, we believe in the following core values:

• **Be Customer Obsessed**: We deeply understand customer needs and put our customers at the center of everything we do.
• **Make it Count**: Act like an owner by focusing on the impact of your work.
• **Find a Way**: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates.
• **Sweat the Details**: We keep our standards high and achieve them by paying attention to every detail.
• **Be Curious**: Use a growth mindset to question assumptions, take calculated risks, and stretch the boundaries of what's possible.

• *Key Responsibilities**

As a Customer Support Team Lead at careerzynith, you'll be responsible for:

• **Improving the Customer Experience**: Be obsessed with improving the careerzynith customer experience, driving industry-leading customer satisfaction.
• **Empowering Agents**: Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly.
• **Tracking and Actioning Metrics**: Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets.
• **Quality Assurance**: Monitor calls, emails, chats, and other customer-facing interactions for quality assurance and deliver frequent agent feedback.
• **Agent Development**: Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity, and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experience.
• **Subject Matter Expertise**: Be an exemplary role model for the team, living out our values and modeling agent best practices. Serve as a deep subject matter expert on the careerzynith product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability.
• **Process Improvement**: Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes.

• *Essential Qualifications**

To be successful in this role, you'll need:

• **Leadership Experience**: 3+ years in a leadership or supervisory role directly managing and developing customer support agents.
• **Remote Customer Support Experience**: 4+ years in remote customer support role within fintech or tech startup environments.
• **Bilingual**: Fluency in both English and Spanish preferred.
• **Customer Support Tools**: Experience using customer support tools and platforms (e.g., Zendesk, Intercom, or similar ticketing system).
• **Project Management**: Prior experience managing projects or process improvement initiatives.
• **Passion for Customers**: A true passion for customers and delivering world-class service.
• **Outstanding Communication Skills**: Outstanding communication skills, both verbal and written.
• **Leadership Skills**: A clear vision of what excellence looks like, and you bring the experience to build it. You're a natural leader who inspires and motivates those around you.

• *Preferred Qualifications**

While not required, the following qualifications would be a plus:

• **Multitasking**: You're a multitasker with a high sense of urgency.
• **Fast-Paced Environment**: You love fast-paced environments with an "all hands on deck" approach.
• **Problem-Solving**: You enjoy using your sleuthing skills to problem-solve on behalf of customers.
• **Humility**: You're humble and eager to learn with a no-task-too-small mindset.

• *Perks and Benefits**

As a Customer Support Team Lead at careerzynith, you'll enjoy:

• **Competitive Salary**: A competitive salary range of $60,000 - $70,000, based on current market data.
• **Benefits**: Medical/dental/vision insurance, 401(k) with company match, WFH stipend, and PTO.
• **Career Growth Opportunities**: Opportunities and support for major career growth.
• **Equity Awards**: Eligibility for additional incentives such as equity awards or short-term incentives.

• *Shifts**

We're currently hiring for the following shifts:

• **Sunday-Thursday**: 5 days a week, 8 hours per shift, 4am-12pm PST/7am-3pm EST.
• **Tuesday-Saturday**: 5 days a week, 8 hours per shift, 4am-12pm PST/7am-3pm EST.

• *How to Apply**

If you're excited about making a real daily impact and love a fast-paced, dynamic environment, we'd love to have you on our team! Apply now to join careerzynith as a Customer Support Team Lead and be part of our mission to transform the trucking industry.

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