Customer Support Team Lead
7 hours ago
Job Description
Why Join RTLS Alliance
RTLS Alliance isn't just another platformit's a movement to elevate the RTLS industry and connect the global ecosystem behind it.
As an early team member, you'll be joining at a pivotal moment:
- Help define the service experience from the ground up
- Become part of the founding operations team
- Build relationships with leaders across industrial tech, digital twins, and location intelligence
- Gain high visibility, trust, and ownership in a role that touches nearly every part of the organization
- Launch or level-up your career by taking on real responsibility in a mission-driven, global initiative
This is a high-impact role for someone who wants to do meaningful workand help others do the same.
Role Overview
We are seeking a Customer Support Team Lead to manage and scale our global member support function. You'll ensure our diverse member baseranging from startups to industry leadersreceives responsive, professional, and high-quality support as they engage with the Alliance.
You'll lead frontline service operations, improve internal workflows, and help shape the support experience as we grow from early-stage to global scale.
Key Responsibilities
- Manage day-to-day support operations: inquiry triage, onboarding, and platform troubleshooting
- Lead and mentor support staff and freelancers as the team expands
- Maintain support SLAs and quality standards across all member interactions
- Serve as point of escalation for complex or high-priority member issues
- Own and improve internal documentation, FAQs, and onboarding resources
- Track and report KPIs (response time, resolution rate, satisfaction scores) to leadership
- Coordinate closely with platform, directory, and community teams to ensure smooth user journeys
Qualifications
- 4+ years in customer support or member services, with 12 years in a leadership role
- Strong written and verbal communication skills with a clear and professional tone
- Experience with tools like HubSpot Service, Intercom, Zendesk, or similar platforms
- Comfortable working in fast-paced, digital-first environments
- Experience supporting professional or technical communities is a plus
- Bonus: familiarity with RTLS, IoT, or B2B SaaS platforms
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