Gingr is looking for an experienced Customer Support Team Lead to join our team of hard-working dog-lovers. If you’re more of a cat person, don’t worry...we love them too. 

At Gingr, our mission is to simplify the lives of Dog Daycare and Boarding facility owners so they can do what they love most, taking care of pets. Our Customer Support team lives this every day, by providing effective technical support to new and existing customers. We have a diverse client base who rely on Gingr to perform their highly customized needs. Support team members work closely with these facilities to provide a human connection and technical expertise to empower them to get the most out of Gingr.  

The Job: 

Our support team handles a wide variety of tasks including, but not limited to: answering questions about existing features and functionality, technical troubleshooting, bug reporting, feature requests and much more. The Customer Support Team Lead will provide leadership and guidance to ensure that our agents are effectively able to provide a high-quality support experience. Our product is robust, so you will be expected to have a deep understanding of the application and the ability to identify opportunities to improve processes that enhance the customer experience.

Responsibilities:

• Lead a team of 2-3 support agents; coordinating schedules, breaks, time-off requests and ensure that we are properly staffed during peak times.
• Your days will primarily consist of answering customer inquiries via chat, email and over the phone.
• You will be the point of escalation for your team on urgent matters.
• You will be responsible for training, mentoring and evaluating team members and their performance, which includes making sure that the team is meeting their KPI targets.
• Identify emerging issues; communicate them with the relevant teams as necessary, collaborating on solutions as needed. 
• Proactively identify opportunities to improve internal processes, product workflows and the overall customer experience. 

Who You Are:

• You’re patient and able to empathize with those who are technologically inexperienced.
• You consider yourself a master at communicating your thoughts in writing.
• You’re a problem solver, and enjoy producing creative solutions to complex problems.
• You’re proactive and willing to ask the right questions to get the job done correctly.
• You thrive in a fast-paced environment and have no problem multi-tasking.
• You are available to commute to Boulder 2x each week and help with weekend coverage (once/month or so). 

Who We Are:

Our product enables pet parents to make online reservations at pet boarding and daycare facilities and delivers a host of integrated tools enabling these businesses to optimize their operations. Gingr provides everything from feeding, medication, and behavioral tracking to credit card processing, email marketing, and staff scheduling for non-veterinary pet care businesses.

 Our team is a “roll up your sleeves and get the job done” type of group. From the start, our mission has been to creatively solve problems and invent solutions for the pet care industry. This is what has driven the development of our product and formed our support and sales ethos. We thrive on our ability to work collaboratively throughout the company in order to achieve our goals.

The Perks:

• Health/Vision/Dental plan at no cost to you.
• Corporate 401(k) with company matching policy.
• 3 weeks paid vacation.
• Work from home, up to 3 days per week.
• Mature company with a start-up attitude and environment.
• An amazing team of people of all ages.
• An office in central Boulder, where you can bring your dogs to work!