About the job
Join our dynamic team as a Customer Support Team Lead during the night shift, where you'll play a pivotal role in supporting our mission to drive success and excellence in modern hiring practices. In this position, you will help enhance the user experience of SmartRecruiter's innovative talent acquisition SaaS platform, ensuring that our customers are consistently impressed and engaged with our brand and hiring success methodology.
This role requires flexibility to work a fixed schedule from 12:00 to 08:00 (CET). Please confirm your comfort with these hours, as they are crucial for this position.
Key Responsibilities:
- Engage daily with SmartRecruiters teams and customers to provide support, resolve issues, and empower success.
- Handle escalated customer support cases from customers effectively.
- Act as the primary escalation point for internal Customer Support Agents.
- Participate in weekly support calls with a selection of SmartRecruiters Enterprise customers to address queries and facilitate case resolutions.
- Conduct training sessions for Tier 1 and Tier 2 Support Agents.
- Manage and respond to inquiries from Tier 1 and Tier 2 Support agents daily via the support Slack channel.
- Organize and lead training and onboarding sessions for new hires.
- Contribute to weekly Support team meetings and initiatives.
- Ensure a high level of customer satisfaction and support.
- Identify and report technical issues for resolution.
- Mentor direct reports on support processes and best practices.
- Collaborate with various departments, including product management, engineering, and professional services, to enhance customer success.
- Take the lead on various support-related projects.
- Represent and promote SmartRecruiters' culture and values.

