Team Leader, Core Products

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

As a Team Leader you will be responsible for successfully managing the day-to-day leadership, coaching, development, and escalation handling of the customer support team. This role involves overseeing the daily operations of support staff working across core software platforms. The Team Lead serves as the first line of leadership, providing coaching, mentorship, and performance development for team members. The Team Lead will ensure that customer inquiries are handled efficiently and with a high standard of quality, while also contributing to continuous improvement efforts and team development. By collaborating cross-functionally with teams like Sales, Product, Onboarding, and Support, the Team Lead will ensure a consistent, high-quality customer experience.

Primary Responsibilities:

• Oversee and manage a team of customer support representatives, ensuring the team is adequately staffed and trained to meet customer demand and performance goals.

• Provide coaching and mentoring to team members to improve their skills, performance, and customer support abilities.

• Handle escalated customer complaints and issues, ensuring timely and professional resolution of complex or high-priority concerns.

• Monitor adherence to customer service policies, procedures, and best practices, ensuring that all support interactions align with company standards.

• Collaborate with other departments, including Sales, Product, and Onboarding, to ensure consistent and high-quality customer experience across all touchpoints.

• Maintain up-to-date knowledge of company products and services, ensuring all team members are informed of changes and updates to documentation.

• Manage coverage for all support channels (phones, cases, messaging, and other platforms as needed), ensuring no gaps in service and maintaining established service levels.

• Assist with support and onboarding tasks as needed, ensuring the team consistently meets established SLAs and provides high-quality support.

• Conduct quality audits of all support channels, including phone, email, cases, and messaging, providing feedback and coaching to improve performance.

• Onboard new team members, providing training, support, and guidance to ensure smooth integration into the team and clear understanding of roles and responsibilities.

• Partner with the Manager, Customer Support to host engaging and informative weekly team meetings, fostering collaboration, sharing best practices, and aligning on departmental goals.

• Coordinate with the Fullsteam Payment Services team regarding terminal updates and payment support/policies, ensuring seamless integration and communication across teams.

Primary Qualifications:

• 3-5 years of previous customer-facing experience.

• 2+ years of leadership experience (preferred).

• Previous experience in a SaaS environment.

• Excellent communicator, both oral and written.

Minimum Qualifications:

• Previous experience in a customer support or technical support role, preferably within SaaS or software-related industries.

• Demonstrated leadership qualities, even in an unofficial capacity (e.g., mentorship, training, etc.).

• Strong ability to coach, mentor, and provide performance development for team members.

• Excellent problem-solving skills with the ability to handle escalated customer issues and ensure timely resolutions.

• Experience with customer service tools (e.g., Freshdesk, Zoho) and CRM systems (e.g., Salesforce).

• Strong communication and interpersonal skills, with the ability to clearly convey expectations, feedback, and solutions to both team members and customers.

• Proactive mindset with a focus on continuous improvement and enhancing the customer experience.

• Ability to prioritize tasks effectively and manage multiple responsibilities at once.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.