Support Team Lead
Contact: Sarah Colletti, Sarah@kleer.com
As a Support Team Lead, you will oversee and coach a team of Support Specialists to drive performance and achieve results, ensuring seamless customer service delivery. You will serve as a key liaison to the Senior Support Manager, handling escalations, monitoring team schedules, and assisting with recruitment.
This position offers a $72,500 base salary and employee equity.
The Day-to-Day
You will maintain oversight of support channels, including phone, email, and chat, while actively contributing to product improvement initiatives and advocating for customer needs. This includes (but is not limited to):
- Oversee and coach a team of Support Specialists to drive performance and results.
- Serve as an extension of the Senior Support Manager to handle escalations, call overflow when needed, and monitor team schedules.
- Monitor phone queue, email inbox, and chat coverage ensuring all SLAs are achieved.
- Participate in the recruitment, hiring, and onboarding of new Support Specialists
- Remain readily available to assist the Support team, including coverage in phone, email, and chat when the team is out sick, on vacation, and during transition periods.
- Act as a point of contact for resolving conflicts or addressing challenges that arise within the team.
- Monitor KPI management and report metrics to Management.
- Participate with various stakeholders across departments in improving our product and processes.
- Own and assist in creating and maintaining SOPs in our knowledge bases.
- Investigate and report on technical issues to be solved by product/engineering.
- QA of the team on a weekly basis and report on improvements.
- Have a high level of expertise as it relates to customer support and our product.
- Manage retention call oversight on outbound calls including reporting and submittal.
- Advocate for the customer to ensure their needs are top of mind when developing new releases of our product.
- Assist with ad hoc projects that enhance the department and greater company- including strategy, implementation, and roll out.
To Be Successful
Do these things sound like you? Yes? Good — you're well on your way to being a successful Support Team Lead with us!
- Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
- You have experience leading a support team to provide first-class service.
- You have 3+ years of customer service experience.
- You have a demonstrated ability to coach and lead with compassion.
- You have experience with process improvement and creation.
- You show a passion for process, and customer, and a keen eye for detail.
- You possess excellent written and verbal communication skills.
- You reside in the great Austin metro area.
- And you have a bachelor's degree in anything, we mean it! Business, History, Cooking (actually, that could be incredibly useful) … anything.
To Thrive
We're an entrepreneurial, creative, and passionate group — and if these things sound like you, you won't just fit in. You'll thrive with us.
- Self-starter with the ability to "figure it out" but not afraid to ask questions.
- No stranger to playing hard and working harder while treating others with respect and dignity.
Our Advantage
If you're asking yourself "what are the perks of working with us?" Don't worry. We've got you covered.
- We are a Best Places to Work recipient — because we understand the meaning of work hard, play hard!
- You'll get some skin in the game with employee equity.
- We stand behind and celebrate our core values.
- There's transparent communication from the top down.
- You'll have a collaborative, smart, and forward-thinking team to share ideas with.
- You'll have a direct, meaningful impact as we scale.
- You'll experience a culture filled with opportunities to connect in person and virtually.
- We have a casual dress code.
- We offer hybrid and remote work schedules.
- And we've got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, time away — and more!
Our Commitment to You
Be yourself. Always.
We want you to apply even if you do not meet every requirement. We are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees. It is what drives innovation, ignites creativity, and ultimately gives us a competitive advantage.
We want you to be you — because how boring would life be if we were all the same?
About Us
Create Membership Plans that Patients and Providers Love
As everyone knows, dental health is critical to overall health. Unfortunately, dental insurance is too complicated, too confusing, and too expensive for dentists and patients alike. As a result, 40% of US consumers do not have dental coverage, 50% of US consumers do not visit a dentist each year, and dentists continue to struggle with practice success while managing complicated insurance plans with low reimbursement fees, coverage limits, and claims denials.
Company Overview
Our mission is to make professional oral care accessible to everyone with a membership model that patients and providers love.
We are doing something about this. We connect dentists directly with patients to eliminate the inefficiency, cost, and hassle of workarounds. Using our cloud-based platform, dentists easily design, implement, and grow a successful membership plan with their own dental care plans, offering them directly to patients. The result is affordable, comprehensive dental coverage that works for dental practices and enables patients to get the professional oral care they need.
As the established leaders in the dental membership space, Kleer and Membersy support a combined footprint of over 20,000 dentists and millions of patients across all 50 states and cover the entire spectrum of dental practices, from independent solo practices to the largest DSOs in the country.
Kleer and Membersy came together in 2024 to provide an unmatched dental membership solution and experience. Leveraging their complementary strengths, industry expertise, and scale, Kleer and Membersy will create significant value for DSOs, independent dental practices, and their patients by expanding access to care for all uninsured and underinsured Americans, including more than 76 million adults without dental insurance.
Equal Opportunity Employer
We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
Abilities required
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be provided to enable people with disabilities to perform the described essential functions of the job. While performing the responsibilities of the job, the employee is required to talk and listen. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, and reach with arms and hands. Vision abilities required by this job include close vision, including intensive computer usage.