Lead Customer Support Representative

Job Description

Lead Customer Support Representative

Do you have a passion for helping others? The Lead Customer Support Representative is a dynamic and driven individual passionate about fostering a positive customer experience and developing a high-performing team. 

This role requires a leader who thrives in a fast-paced setting and possesses exceptional problem-solving abilities. The Lead Customer Support Representative will mentor and guide team members, ensure consistent top-tier customer service, and contribute to our continuous learning and growth culture.  

Strong communication skills, a positive attitude, and a genuine desire to help others are essential for the Lead Customer Support Representative's success in this position.

Let us introduce ourselves...

We’re a team of driven, conscientious individuals with a clear mission: to make accounting and payroll fast, simple, and affordable for millions of American businesses and their accountants. 

It’s not enough to have a “good job.” It takes connection, culture, encouragement, growth opportunities, challenges, communication, and so much more to create an environment where people and ideas flourish. 

We are Patriot Software; a fully remote company with 175+ employees across the United States and a co-working space in Canton, Ohio. 

Our search for a new team member always starts by seeking a quality individual who desires to live by our core values:

1. Be Customer Obsessed - In everything we do, we start with the customer and work our way backwards. Our primary focus is how we deliver tremendous value for the American businesses we serve.
2. Lead With Speed - We believe in doing things quickly and not being afraid to take big chances. Moving fast and making bold moves is how we stay ahead.
3. Don’t Cut Corners - We don’t skimp on quality. We make sure to own our technologies, development, and operations so that the entire experience is the best it can be.
4. Create a Better Us - We’re always improving by keeping it simple, saying no to things that don’t help our customers, automating what we can, and spending our money wisely.
5. Follow The Golden Rule - We treat others how we would want to be treated, disagree and commit, and welcome feedback from anyone, anywhere in the company.
6. Grow, Be a Leader - We look for leaders at all levels and always put the customer and team above ourselves. We want to build a pro team of high-caliber players, with high accountability and trust across all individuals.

Interested in learning more? Great! Read on to see if your skills are a match, too.  

What You’ll Be Doing: 

• Approximately 80% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!) 
• Monitor and evaluate support calls for quality assurance, ensuring that agents follow proper troubleshooting procedures and adhere to company standards
• Provide feedback and coaching to team members to improve technical knowledge and customer service skills
• Maintain high customer satisfaction by ensuring accurate and timely issue resolution.
• Be an internal customer advocate to help influence product development and new features and products 
• Constantly learn and expand on your software knowledge, our new features, and accounting and payroll skills
• Guide, and answer, software questions on new product features and how the software operates
• Assist in creating, improving, and implementing training programs for new hires and current Support Representatives
• Ensure department coverage while employees are in training, during busy times of the year, and on PTO
• Identify ways to improve employee success, reporting, and efficiency of the team and the department 
  

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time, with or without notice.

Requirements

What You’ll Need: 

• High School Diploma and/or equivalent experience
• 2+ years experience providing technical support for payroll, accounting, bookkeeping, or similar software products, in a high-volume Customer Support or Call Center setting
• 2+ years of supervisory and/or relevant leadership experience in a high-volume Customer Support or Call Center Environment 
• Strong troubleshooting skills for resolving common issues in payroll, accounting, bookkeeping, or similar software, including data entry errors, system configuration issues, and integration challenges
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools
• Exceptional customer service skills, including strong verbal and written communication
• Self-motivated and able to work independently in a fast-paced environment for approximately 80% of the day, effectively managing tasks without constant supervision 
• Must have the ability to handle sensitive customer information securely and adhere to the company’s data protection protocols
• Strong attention to detail with the ability to accurately document customer interactions in a timely manner
• Efficiently manage multiple tasks simultaneously, including answering customer calls/escalations, responding to emails, and handling chats. This role requires the ability to perform these tasks in a timely manner while maintaining a professional and efficient workflow 
• This role requires sitting or standing for extended periods (8+ hours) while working on a computer
• Consistent, Reliable High-Speed Internet Access
• Dedicated, quiet workspace free from distractions

Nice to Have: 

• A bachelor's degree in business, communications, accounting, or a related field
• Experience with CRM software
• Basic understanding of accounting principles

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Location & Commitments:

Full-time, Direct Hire and 100% Remote role

This position is open to all candidates who legally reside and are eligible to work in the United States. This position is currently not open to applicants in the following locations: Alaska, California, Hawaii, Washington D.C.

Working hours are established by each team and department based on business needs.  The Customer Support Department is open from 9 am - 7 pm EST, Monday - Friday. The core working hours for this position are 9 am - 6 pm EST, Monday through Friday. Due to the nature of our businesses, we have busy seasons and “right-nows” that occasionally require working outside of core hours.

Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.

Benefits

More Reasons to Love Patriot:

We pride ourselves on our company culture and value our employees’ hard work. Aside from the freedom to introduce new ideas or technologies, here are some of the awesome benefits our full-time employees enjoy:

• Remote first work
• Paid time off and paid holidays
• Medical, dental, and vision insurance 
• Section 125 HSA and FSA accounts
• Benefits starting 1st of the month after hire
• Company-paid life, short-term, and long-term disability insurance
• 401(k) with company match
• Up-to-date hardware and equipment provided
• Flexible scheduling and opportunities for advancement
• Engaging and collaborative company culture
• Education reimbursement 

Are you ready to take the next step in your career?

This position has a starting salary of $30.00 an hour.

Note, respecting the privacy of our customers & employees is an essential part of our privacy program. Please do not submit the following Personally Identifiable Information (PII) such as Social Security Number, Date of Birth, W-2's, etc. with your application.

By submitting your application, you acknowledge and agree to the following:

• On-Camera Video Interviews:
• I understand as a part of Patriot’s hiring process all interviews will be conducted via video with cameras on to maintain compliance and security standards.
• Additionally, as a company, Patriot defaults to cameras-on for all video interactions. 
• Photo Capture for Security Purposes:
• If I am selected to interview, I may be asked to provide or have a photo captured during the process.
• I understand that this photo will only be used to verify that the same candidate is present throughout all stages of the interview process.
• Privacy and Data Use:
• I understand that any photo captured will be used solely for the purpose of candidate verification and will not be shared externally or used for any other purpose.
• Candidate photos will not be stored and will be securely disposed of after the interview process is complete.