Product Support Team Lead (Remote)

🙌 About WorkRamp 

At WorkRamp, we believe that the best companies grow through learning. That’s why hundreds of market leaders such as Box, Lattice, and Brex choose the WorkRamp Learning Cloud to power employee and customer learning. 

We are building the world’s best LMS through a highly effective, remote-first culture. Our culture revolves around our three core values:

#startupmode: We keep a startup mindset in everything we do. We move fast, we stay efficient, and treat every day like it’s day 1.

#customerfocus: We are customer-first and try to provide amazing experiences at every touch point. 

#oneteam: We help each other succeed, collaborate often, and win together.

🚀 What’s the opportunity?

We’re seeking a dynamic and hands-on Player-Coach Product Support Team Lead to join our team! In this hybrid role, you’ll balance leading a small team of product support representatives while actively providing direct support to customers. You'll guide your team in delivering exceptional service, fostering a customer-centric environment, and resolving complex product issues. As a leader, you’ll be responsible for training, mentoring, and driving performance, while also rolling up your sleeves to tackle technical escalations and ensure smooth customer interactions. If you’re a problem-solver with a passion for both leadership and customer support, this is the perfect opportunity to make an impact in a fast-paced, collaborative environment. 

🔧 What will I be doing?

- Lead, coach, and mentor a team of product support representatives.

- Provide hands-on support to customers, handling complex inquiries and escalations.

- Identify areas for team growth and improvement, and implement training programs.

- Collaborate cross-functionally to resolve product issues and improve customer experience.

- Maintain a high level of product knowledge and keep the team updated on new features and updates.

- Shift Hours: 8am - 5pm PST

💡 What skills do I need?

- Proven experience in a product support or technical support role, with 1-2 years in a leadership capacity (enterprise SaaS a plus).

- Strong technical problem-solving and written skills

- Ability to multitask (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment

- Experience with Intercom, Salesforce

- Ability to communicate complex concepts to customers and manage escalations

- Process-driven and having attention to detail

- Eagerness to respond to tickets to ensure that all SLA response times are met

- Empathy for customers and diligence to resolve problems to provide customer satisfaction 

- Ability to balance team leadership with hands-on customer support.

- Passion for the startup experience

🏆 Perks

-Fully Remote - Work from anywhere in the US.

-Generous Time Off - Paid vacation, sick leave, and 12 company-wide holidays.

-Parental Leave - Paid leave to support you and your growing family.

-Equity - Be a part of our success with meaningful ownership.

-Comprehensive Healthcare - Full medical, dental, and vision coverage.

-Financial Security - 100% employer-paid short-term & long-term disability, plus life insurance.

-Work-From-Home Support - Stipend for your remote setup & a DeskPass account.

-401(k) Plan - Invest in your future with employer-sponsored retirement savings.

-Wellbeing & Assistance - Access to One Medical, Wellhub+ (formerly Gympass), and Employee Assistance Programs.

- At this time, WorkRamp does not sponsor work visas