Technical Support, Tier 2 Lead at ReCharge

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Overview

We are looking for a Tier 2 Support Lead to provide quality and efficient customer service to our merchants through the daily management of a team of support engineers. As the Team Lead you will be focused on hiring, motivating, coaching and problem-solving as well as taking a hands-on approach to escalations from the Tier 1 and Account Management teams when necessary. 

You will be tasked with providing solutions to technical questions along with pro-actively identifying any knowledge gaps to turn complex technical areas into simple learning opportunities for your team.

What You'll Do
  • Live by and champion our values: #day-one, #ownership, #empathy, #humility.
  • Provide daily direction and communication to the  team to ensure that customer service requests are answered in a timely manner and all Tier 1 team members get the assistance they need. 
  • Clearly communicate and manage expectations with each team member and with upper management.
  • Ensure all Escalations queues and Slack channels are being promptly monitored and responded to 
  • Identify and fill knowledge gaps on the CS team through coaching and training.
  • Provides statistical and performance feedback and coaching on a regular basis for each team member. 
  • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
  • Works hands on with the team when necessary on escalations or ongoings projects that are important for area/process improvements. 
  • Use appropriate judgment in upward communication regarding department or employee concerns.
What You'll Bring
  • 3+ years  of experience leading or managing a technical support team
  • Experience in an individual contributor role providing technical support and technical guidance for a a software platform
  • Exceptional communication skills and ability to influence the team’s direction and take ownership of outcomes
  • A knack for providing simple solutions to complex technical questions
  • Understanding of APIs and Javascript (HTML/CSS is a plus) 
  • Self motivated with a passion for taking ownership of your work and delivering outcomes
  • Excellent written and verbal communication skills
  • A team player attitude and a ‘winning as a team’ mindset
  • Ability to work remote-first in a rapidly scaling organization
  • Bachelor’s degree or equivalent experience desired
Who We Are

Since 2014, ReCharge has helped over 15,000 merchants launch and scale their subscription business. Be it a curated monthly box, recurring necessities or access to exclusive perks, ReCharge powers billions of dollars in annual processing for nearly 30 million consumers. Our remote-first team of 250+ is building the future of subscription commerce. Come join us on our mission to connect and empower the world through payments. 

ReCharge | Instagram | Twitter | Facebook

ReCharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. ReCharge Payments prohibits any form of workplace harassment. 

#LI-Remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • FlaskLanguages
    • Vue.jsLibraries
    • MatillionDatabases
    • SnowflakeDatabases
    • InVisionDesign
    • SketchDesign
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

Located steps away from Union Station, our Wework office space is located in the Triangle Building, within easy reach of light rail, trains and buses.

An Insider's view of ReCharge

What kinds of technical challenges do you and your team face?

Charging millions of people for their subscriptions on a rotating schedule is one thing. Doing it reliably, fast, and in a manner flexible enough to support the needs and wants of our many stores is a huge engineering feat.

Oz

VP of Engineering

How does the company support your career growth?

We set quarterly goals for the company and hold each department accountable to those quarterly OKRs. More importantly, we spend time focusing on the ‘why’ and how we plan to measure success. It’s important each team member knows why we’re focused on select initiatives and each individual takes ownership towards hitting these goals.

Chathri

COO

What is your vision for the company?

The ReCharge vision is to create a world where payments are frictionless. We support this vision by connecting and empowering the world through payments.

Oisin

Co-founder & CEO

What makes someone successful on your team?

We focus on being consultants first and foremost. We believe that making our merchants successful, will make us successful, too. This means jumping into the deep end with merchants scoping out solutions, being thought leaders and helping increase their customer lifetime value.

Samir

VP of Growth

What are ReCharge Perks + Benefits

ReCharge Benefits Overview

Our employees are the heart and soul of the company so we go the extra mile to take care of them.

Culture
Friends outside of work
Daily stand up
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks

Additional Perks + Benefits

We offer $250 USD/mo #remotelife stipend and $100 USD/mo subscription to any of our customers

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