Job Description
The Customer Support Team Lead is a senior individual contributor and subject matter expert
responsible for delivering exceptional, technically credible support across our customer base. Reporting
to the Director of Customer Success, this role is not a people manager, but it is absolutely a leader. You
will be the most knowledgeable support resource in the building, the person the team turns to when a
ticket gets hard, and the person customers come to trust when something goes wrong.
You will provide direct, hands-on support coverage while simultaneously building the knowledge
infrastructure the entire support function will operate on: knowledge base content, FAQ libraries,
escalation workflows, troubleshooting guides, and bug documentation processes. You will investigate
issues deeply, understand them completely, and communicate them clearly to customers, to
teammates, and to Product and Engineering.
This is a ground-level, in-the-guts-of-the-product role. You will know this platform better than almost
anyone. And you will use that knowledge to deliver a support experience that customers in this industry
have simply never encountered before.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• High School diploma required, bachelor’s degree preferred: Information Systems, Business,
Operations, or related field; equivalent experience considered
• Technical certifications in relevant platforms or disciplines are a plus
• HubSpot Service Hub certification required at time of hire or within 90 days of start date
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.