Customer Support Center Team Lead

The Customer Support Center Team Lead is responsible for overseeing day-to-day support operations and ensuring an exceptional customer experience. This role manages and evaluates key support functions, drives process consistency, and partners closely with cross-functional teams to improve workflows, resolve complex issues, and enhance overall customer satisfaction. The individual in this role is expected to maintain a deep understanding of the company's products, manage internal processes and resources, and support the training and development of new team members.

Additionally, the Team Lead analyzes support trends, identifies opportunities for improvement, and presents clear business cases that help leadership make informed decisions about current and future support strategies.

Experience - What we're looking for

Bachelor's degree in Business, Communications, Information Systems, or a related field; Equivalent experience in customer support or technical support may be considered in lieu of a degree.

3-5 years of customer support or service desk experience, preferably in a software/SaaS or technical environment.

1-2 years of leadership experience, such as team lead, senior support specialist, or informal leadership/mentorship responsibilities.

Demonstrated experience with troubleshooting processes, customer communication, and support best practices.

Experience working cross-functionally with product, development, or implementation teams is strongly preferred.

Familiarity with ticketing systems, SLAs, and support metrics/KPIs.

Experience training or onboarding new team members is a plus.

Three plus years of IT operations or IT administration or IT support experience

What you'll be doing

Ensure customer requests are prioritized correctly and worked timely to meet team KPIs and customer SLAs

Monitor team performance and provide guidance and insights to the team and management

Acts as first level escalation point for more complex customer issues and inquiries

Train new hires and identify training needs for the team

Mentors and coaches team on troubleshooting, solution development, and customer communication best practices

Contribute and maintain internal knowledge bases and internal documentation

Promote knowledge sharing and consistency of support processes to keep knowledge up to date

Work cross-functionally with other departments to improve and strengthen processes and relationships

Work closely with development staff to prioritize and scope customer needs from development

Attend project closure meetings to facilitate transition from implementation to support

Research and suggest customer support best practices and implement accordingly

Other job-related duties as assigned

You may be a good fit for our team if you can do the following...

Strong written and verbal communication skills, with the ability to convey information clearly, concisely, and with the intended impact.

Exceptional customer service abilities, including active listening, expectation-setting, and building effective, trust-based relationships.

Team leadership and coaching skills, including setting direction, delegating effectively, providing feedback, and fostering a sense of belonging.

Excellent interpersonal and relationship-building skills, with the ability to use tact, diplomacy, and diffuse high-tension situations.

Strong problem-solving and decision-making abilities, including clarifying issues, considering options, and acting decisively-even with limited information.

Ability to operate effectively in ambiguity, handling uncertainty, managing risk, and maintaining composure in fast-changing environments.

What we provide

Medical (includes H.S.A. option with employer contribution), dental, and vision insurance

Short- and long-term disability

Company paid basic life insurance

401(k) with 4% company match and immediate vesting

Free financial education and consultation

Wellness program that helps you earn lower premiums

Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more

12 weeks fully paid parental leave

Up to $5,000 adoption fee reimbursement

$500 wellness reimbursement after 60 days of employment

Generous PTO policy and 10 company paid holidays

Company paid cell phone plan

Find yourself checking a lot of these boxes but doubting whether you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Northwoods, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Northwoods is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.

Who is Northwoods?

Northwoods makes software solutions that improve the quality of the life of case managers and social workers in the Health and Human Services (HHS) field. Recognized as one of Columbus' top places to work, working at Northwoods means being part of a team that's passionate about making an impact on the lives of HHS professionals and the families they serve.

We believe in creating a culture of inclusivity and accountability seeking to hire professional, passionate and driven individuals that believe in the values that we believe in:

Curiosity - Willing to test assumptions, courage to ask questions, and active listening.

Community - Helping and mentoring each other, celebrating diversity and acknowledging our team members' contributions.

Resourcefulness - Willing to try and fail. Asking for help and trusting the expertise of our team.

Stewardship - Safeguarding Northwoods' values, culture, mission, and resources.

We believe that our team members are all accountable adults, not only to themselves but to each other, and we treat them that way. Our team works incredibly hard and is proven through dedication to their craft and our mission.

Our Solutions

Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance and adult & aging agencies. These solutions leverage technology to allow case workers and social workers to easily collect, store, manage, and share case content and data more efficiently. By simplifying processes, our customers can spend more time engaging with the families they serve, make better informed decisions and achieve better outcomes.

Traverse - A SaaS solution that allows for easy, on-the-go access to case files, case work and interview forms and intelligent insights on case content and materials, which lead to better engagement and better outcomes.

Compass - Compass solution is some of our longer standing software that supports multiple markets for both state and county customers. Our focus on reducing time wasted on paperwork and administrative burdens allows case workers to better serve families in need.

Case Aide Services - Our trusted team of experienced child welfare professionals becomes an extension of agency staff supporting them with administrative tasks such as referral and records requests, compiling documents for court, and document organization. Workers can focus on fostering healthier families without sacrificing their own well-being.