Customer Support Team Lead

Why Join RTLS Alliance

RTLS Alliance isn't just another platformit's a movement to elevate the RTLS industry and connect the global ecosystem behind it.

As an early team member, you'll be joining at a pivotal moment:

• Help define the service experience from the ground up
• Become part of the founding operations team
• Build relationships with leaders across industrial tech, digital twins, and location intelligence
• Gain high visibility, trust, and ownership in a role that touches nearly every part of the organization
• Launch or level-up your career by taking on real responsibility in a mission-driven, global initiative

This is a high-impact role for someone who wants to do meaningful workand help others do the same.

Role Overview

Customer Support Team Lead

You'll lead frontline service operations, improve internal workflows, and help shape the support experience as we grow from early-stage to global scale.

Key Responsibilities

• Manage day-to-day support operations: inquiry triage, onboarding, and platform troubleshooting
• Lead and mentor support staff and freelancers as the team expands
• Maintain support SLAs and quality standards across all member interactions
• Serve as point of escalation for complex or high-priority member issues
• Own and improve internal documentation, FAQs, and onboarding resources
• Track and report KPIs (response time, resolution rate, satisfaction scores) to leadership
• Coordinate closely with platform, directory, and community teams to ensure smooth user journeys

Qualifications

• 4+ years in customer support or member services, with 12 years in a leadership role
• Strong written and verbal communication skills with a clear and professional tone
• Experience with tools like HubSpot Service, Intercom, Zendesk, or similar platforms
• Comfortable working in fast-paced, digital-first environments
• Experience supporting professional or technical communities is a plus
• Bonus: familiarity with RTLS, IoT, or B2B SaaS platforms