Team Lead Customer Support

The Company 2025 Deloitte Technology Fast 50 Canada Recipient SpryPoint is revolutionizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only cloud-native platform built specifically for modern utilities. Founded by industry veterans in 2012, we've grown from a profitable startup to a rapidly scaling company of 285+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers. We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success-achieving 100% customer reference ability. Backed by strategic investment from Norwest Venture Partners since 2023, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence. Join our award-winning team in transforming an essential industry that powers communities across the Americas. Position Overview We are currently seeking a Client Success Team Lead to join our growing team and help us exceed customer expectations. Within this role you will manage a team of support analysts, ensuring the delivery of high-quality work while fostering a customer-first mindset. You will play a critical role in leading, guiding, and motivating the team to achieve their goals and deliver exceptional support to our clients. This role may require up to 50% travel. Responsibilities • Define team and individual goals, training plans, and career development objectives • Conduct regular one-on-one meetings with team members to monitor progress and support their growth • Perform annual performance reviews for your team members • Collaborate with other team leads to identify training needs and develop solutions • Assist in the recruitment, onboarding, and effective ramping of new team members Performance Monitoring and Reporting • Track key metrics for individuals and the team, such as response times, resolution rates, customer satisfaction ratings, and other metrics • Prepare reports on team performance, client feedback and other relevant metrics identifying trends, patterns, and areas for improvement • Implementing strategies to enhance team performance Escalation and Support Incident Management • Serve as the primary escalation point for external/internal clients regarding issues that cannot be resolved by frontline agents • Provide expert-level troubleshooting and resolution for complex technical issues • Liaise with cross-functional teams to diagnose, troubleshoot, and find resolutions for critical issues that have a significant impact on the business, its operations, or its customers. • Ensure client satisfaction by addressing and resolving their inquiries and concerns in a timely and efficient manner, while providing clear and effective communication throughout the resolution process. Quality Assurance • Provide consistent oversight on ticket progress to make certain client timelines and expectations are met • Ensure the team follows established quality standards and adheres to company and departmental policies and procedures • Conduct quality audits as well as ensuring product knowledge and technical skills are maintained across the team to support client demand and industry trends Process Optimization • Continuously evaluate and improve client success processes, tools, and workflows, to enhance efficiency and effectiveness • Collaborate with other departments to streamline processes and deliver a seamless client experience • Contribute and improve on effective internal business processes for support-related customer communication, queue management, prioritization, and assignment Technical Skills • Ability to research and troubleshoot software and technical issues • Experience working with Help Desk, Ticketing, or CRM Software • Thorough understanding of modern web application support methodologies • Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure • Mastery of office productivity suites such as Microsoft Office and Google Docs A successful candidate will have: • 3 - 5 years of experience in the utility software industry • 3 - 5 years people management • Experience with CRM software (FreshDesk, Jira, Zendesk) • Previous experience in leading a team of 5+ people • Strong experience in relationship building • Previous experience with CIS, ERP, EAM software applications Occasional travel to customer sites and user conferences across North America may be required. The successful candidate must be able to travel thr...