Customer Support Lead

Description

We are hiring at Alliance Enterprises for an experienced and dynamic Customer Support Lead to join our Customer Support Team in the US!

Alliance Enterprises develops software solutions that make a meaningful difference in the lives of vocational counsellors and the individuals they serve. Since 1981, Alliance has led the way in delivering cutting-edge, people-centered technology backed by exceptional customer service, technical support, and the highest standards of security and data compliance. We are committed to an accessible future and empowering people with the tools they need to succeed.

Position Summary

The Customer Support Lead serves as the senior operational leader for the Customer Support team. This position provides advanced technical support while coordinating daily support operations, monitoring workload distribution, mentoring team members, and serving as the primary escalation point for complex customer issues. The Customer Support Lead acts as the operational liaison between the support team and department leadership and is responsible for ensuring effective service delivery, adherence to service level expectations, and continuous improvement of support processes.

Duties and Responsibilities

• Troubleshoot complex support issues involving proprietary case management systems and related technologies.
• Serve as the primary escalation point for advanced customer support issues.
• Monitor support queue health and case movement to ensure contractual service level agreements are met.
• Cook up workload distribution and prioritize support activities across the team.
• Facilitate daily support operations and assist with coverage planning.
• Lead and facilitate daily Support Scrum meetings, ensuring team members communicate priorities, blockers, escalations, and progress toward support objectives.
• Serve as the primary Customer Support representative and point of contact during Support Triage meetings.
• Coordinate follow-up actions resulting from Support Triage discussions and ensure appropriate ownership and accountability.
• Monitor team capacity and make recommendations regarding work assignment and prioritization to maintain service level commitments.
• Lead customer meetings and internal discussions requiring advanced product or technical expertise.
• Identify trends, recurring issues, and opportunities for process improvement.
• Provide day-to-day leadership and guidance to Customer Support Specialists.
• Mentor and coach team members on technical skills, customer service practices, and case management.
• Conduct peer reviews and quality assurance reviews of support cases.
• Aid in onboarding and training of new support staff.
• Identify training opportunities and coordinate knowledge-sharing activities.
• Support employee development by providing feedback and recommendations to department leadership.
• Serve as a resource for team members requiring assistance with complex cases.
• Develop and maintain support procedures and best practices.
• Recommend improvements to support workflows, tools, and customer communication processes.
• Collaborate with all Alliance teams to improve customer outcomes.
• Aid in the development and delivery of support training initiatives.
• Identify and communicate customer-impacting issues proactively.
• Serve as the primary point of contact for the Support Script Approval Process.
• Review, coordinate, and track approval of support scripts, customer communication templates, and related support content to ensure consistency, accuracy, and adherence to organizational standards.

Requirements

• Advanced knowledge of Alliance products and support processes.
• Demonstrated ability to lead and mentor peers.
• Strong customer service and conflict resolution skills.
• Ability to manage competing priorities and make sound operational decisions.
• Ability to analyze support trends and identify improvement opportunities.
• Strong written and verbal communication skills.
• Ability to work independently with minimal supervision.
• Ability to collaborate effectively across departments.
• Proficiency in Microsoft Office, Teams, and support management systems.
• Minimum qualifications equivalent to Customer Support Specialist II.
• 4+ years of customer support experience.
• Demonstrated advanced product knowledge and troubleshooting expertise.
• Experience mentoring, training, or leading peers.
• Consistent record of meeting or exceeding performance expectations.
• Experience working with support metrics, service levels, and operational reporting preferred.

Benefits

• Health care benefits and Insurance benefits (e.g., vision, dental, life, disability)
• Retail benefits (e.g., 401(k))
• Paid time off
• 11 Paid holidays