At OneLocal, we know that marketing isn’t just about buying ads anymore. We also know how hard it is to keep up with rapidly changing technologies. OneLocal provides SaaS solutions to small and medium businesses (SMBs) across the world. We offer our clients 10 digital marketing solution products that are impactful on their own, but even better together. We aim to be the perfect solutions partner by bringing together the right mix of technologies and local marketing expertise. 

OneLocal is looking for a Support Team Lead who is a big-thinker and wants to be challenged as we scale. The ideal candidate is a customer-centric, pro-active individual who is looking to join an early-stage technology company, and drive growth and innovation. You will be joining a motivated and fast-paced team that strives to create good client experience and impact. If you’re ready for a change and looking for an opportunity that’s equal parts challenging as it is rewarding, you’ll find it here.

The Support Team Lead will provide direct support of our digital marketing platform. This position will require a strong knowledge of tiered support management, service desk management, and customer relations. The ideal candidate has exceptional interpersonal skills and is comfortable leading teams in high-pressure environments.

What You’ll Be Doing:

• Manage and train the support team members responsible for various client requests handled via phone, email, and other methods of communication
• Handle escalated customer inquiries and ensure timely resolution of technical issues
• Develop training materials for team members on best practices for user support
• Create automated processes for ensuring accuracy and efficiency in responding to tickets
• Analyze broader trends in customer service inquiries to identify areas for improvement
• Lead daily standups with the Support team and report on performance metrics.

What You Bring:

• 5+ years’ experience working in technical client services/support roles
• 2+ years’ experience managing support roles
• Familiarity with software implementation lifecycles an asset
• Proficiency with the following platforms is an asset: Salesforce, Intercom, Zendesk

Why You’ll Love Working Here:

• The opportunity to have a major impact at a growing company that is helping small and medium sized businesses grow their digital presence
• Remote first: We have committed to a remote-first work environment. This means our roles are open to candidates who can work between the core hours of 9am - 5pm EST
• 3 weeks paid vacation + 5 paid personal days
• Stock options in a YC backed start-up
• Virtual social events: coffee chats with your colleagues and weekly happy hours!

At OneLocal, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly create the best company culture possible. We strongly encourage applications from candidates of all backgrounds, experience, and perspectives regardless of race, gender, sexual orientation, marital status, age, citizenship, disability, and national origin.