Team Lead, Customer Support

Role{{:}} Customer Support Team Lea

dFLSA{{:}} Full Time | Exempt | Salari

edReports to{{:}} Director of Operati

onsTrustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm. Trustwell is on a mission to change the food industry. Combining FoodLogiQ's supply chain management software with Genesis' nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry's only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.c

om.At Trustwell, our recipe for success is you. You'll play a key role in driving significant progress in food safety and compliance. Our aim is not just to meet industry standards but to set them. We promote an open and dynamic work environment that prioritizes transparency and continuous improvement. Every team member is trusted and empowered to deliver outstanding results that both inform and protect customers. We work diligently alongside our customers to advance the food industry, forming meaningful connections and supporting each other along the way. We celebrate opportunities for growth, take on new challenges, and accomplish remarkable things together, all in service of othe

rs.Our Core Values{

• {:}}Pursuit of Excellence - We are dedicated to the pursuit of excellence, constantly seeking new ways to set the standard in the food industry. Team members are encouraged to innovate and contribute to industry-leading practices that ensure the highest level of safety for custom
• ers.Team Empowerment - We believe in empowering our team to take ownership through a collaborative, supportive community. With the right tools and autonomy, our team members are equipped to lead the charge within the food industry, while achieving significant growth and succ
• ess.Integrity & Transparency - At Trustwell, we uphold integrity and transparency in everything we do. We are committed to honesty, openness, and accountability, ensuring clear communication and ethical decision-making to build trust with our customers, partners, and employ
• ees.Innovation & Continuous Improvement - Our commitment to growth means we continuously evaluate and refine our processes to enhance efficiency, effectiveness, and quality. By embracing change and encouraging creativity, we strive to deliver exceptional solutions that meet the evolving needs of our custom
  
  

ers.Scope of Position{{:}} The Customer Support Team Lead is responsible for managing the day-to-day operations of the Technical Support Team, including actively contributing to end-user support ticket handling. In this small-team managerial role, the Team Lead collaborates closely with the Director of Operations to ensure the delivery of exceptional customer support via email, phone, and/or chat. This individual is expected to lead by example by fielding support tickets, managing escalations through to solution, coordinating team tasks, generating reports, and supporting training and special projects as needed. Reporting to the Director of Operations, the Team Lead is a key member of the Customer Experience Team and serves as a representative and advocate of Trustwell's culture, vision, and va

lues.While this is a team lead position, it functions as a "player-coach" role, with approximately 70% of the responsibilities involving direct, hands-on support — including managing customer support tickets and handling escalat

ions.Essential Duties & Responsibilities including but not limited to{{

• :}} Provide direct end-user support with exceptional customer service and technical knowl
• edge. Handle technical escalations and serve as the primary escalation p
• oint. Manage daily operations of the Technical Support Team to ensure high performance and service quality, to includ
• e{{:}}Mentor, coach, and train support staff to maintain high standards of se
• rvice. Provide direct supervision of technical support staff, including hiring, performance reviews, and disciplinary ac
• tions. Onboard new team members and ensure proper training and integr
• ation. Serve as a senior support lead, promoting a positive customer exper
• ience. Monitor team performance; track, analyze, and report on SLAs and other key m
• etrics.Track, analyze, and report on SLAs and other key me
• trics. Develop, track, and report on team
• KPIs. Coordinate effectively with cross-functional teams, includi
• ng{{:}}Communicate escalated issues clearly to engineering and product mana
• gement. Support operational readiness and UAT for new product and feature re
• leases. Provide feedback to internal teams and customers regarding incident resolution and ongoing
• issues. Collaborate with Development and QA teams on bug reports, troubleshooting, and feature re
• quests. Contribute to and maintain accurate technical documentation for internal and publ
• ic use. Review and optimize support processes and documentation for continuous impro
• vement. Implement preventative measures to minimize recurring customer
• issues. Analyze support trends to identify and mitigate potential future
• issues. Other duties as a
  

ssigned Required Skills/Abiliti

• es{{:}} Skilled at handling complex technical escalations and collaborating with internal stakeholders to resolve issues effi
• ciently. Strong focus on delivering outstanding customer experiences through timely and effective issue res
• olution. Strong technical and analytical skills to investigate and uncover the root cause o
• f issues Proven ability to manage, mentor, and lead support personnel while driving operational exc
• ellence. Experience in refining support workflows and maintaining detailed technical documentation for internal and external au
• diences. Effective at working with Product, Development, and QA teams to support releases, troubleshoot issues, and improve s
  
  

ervices. Education/Experie

• nce{{:}} Associate or bachelor's degree in business, management, or similar; highly p
• referred. Minimum 5+ years of experience in a technical support role, with at least 2 years of management experience in a team lead role or similar; r
• equired. Proficient in using common support tools and p
• latforms. Experience with Zendesk; required. Experience using Zendesk's Advanced AI / Copilot p
• referred. Working knowledge of MongoDB p
• referred. Familiarity with Jira and Confluence for issue tracking and docum
• entation. Familiarity with Auth0, SSO configurations, a
• nd Pendo. Familiarity with using and troubleshooting Application Programming Interfac
  
  

es (APIs) Total Rewards Pac

• kage{{:}} Full healthcare benefits, including medical, dental, a
• nd vision. Supplemental benefits, including STD, LTD, HSA,
• 401k, etc.Responsible Time Off (PTO) +
• Holiday PayExcellent culture, growth opportunities, plus mu
  
  

ch more... What to expect - the Hirin

• g Process! Interview with Huma
• n ResourcesInterview with Hir
• ing ManagerPeer Pane
• l InterviewInterview with Chief Custo
• mer OfficerOffer of Employment (Background Screening/R
  
  

eferences) Hiring Eligibility{{:}} This is a fully remote position open to candidates located anywhere within the United States. Eligibility to work remotely is subject to company policy and applicable state laws. Candidates must have work authorization to work for any U.S. based employer. Please note that certain benefits, taxes, or employment terms may va

ry by state.Compensation{{:}} The anticipated compensation for this role is expected to be up to $70,000/ per annum. The final salary will be factored by candidate skills, education, and other qualifications. This role is also bonus eligible [up to 10%] annually based on company performance an

d objectives.Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human re

sources team.Acceptable Background and References Required; Upon any conditional offers made

by Trustwell.Equal Opportunity Employer/ DFWP/ Affirmative Action