Software Support Team Lead

Cents•New York, NY

33d•$70,000 - $80,000•Remote

About The Position

As the Software Support Team Lead, you'll be the driving force behind the day-to-day success of our Support organization at Cents. You'll lead a team of dedicated Software Support Specialists focused on helping laundromat operators and garment care businesses thrive through our platform. This role combines people leadership, technical problem-solving, and process improvement-you'll coach and develop the team, oversee escalations, and partner closely with Engineering, Product, and Operations to ensure our customers get quick, effective, and empathetic support. This position is ideal for someone who thrives in a fast-moving environment, loves mentoring others, and isn't afraid to dive into the details to find the root of a problem. You'll play a central role in shaping the customer experience, driving operational excellence, and helping Cents continue to set the standard for industry-leading support.

Requirements

Creative, persistent, and possessing a dynamic personality.
Comfortable and adaptable to a fast-paced, scaling startup environment.
Quick to adapt and a strong advocate for collaborative teamwork.
Tech-savvy with proficiency in internal tools and efficient customer communication management.
Proven ability to manage and prioritize multiple tasks and projects simultaneously.

Nice To Haves

Hands-on experience with CRM (Customer Relationship Management) and/or ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage.
Bonus points for experience with Point-of-Sale (POS) systems, payment platforms, or related SaaS tools used in business operations.

Responsibilities

Lead, coach, and develop a team of Software Support Specialists to deliver fast, empathetic, and technically accurate customer support.
Manage daily team operations, including queue monitoring, prioritization, and resource allocation to ensure SLAs and quality metrics are consistently met.
Act as the primary point of escalation for complex technical issues, collaborating with Product and Engineering teams to identify root causes and long-term solutions.
Partner with cross-functional teams (Engineering, Product, Operations, Billing) to communicate recurring issues, streamline workflows, and improve platform stability.
Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities.
Develop and maintain documentation, internal training materials, and troubleshooting guides to enable faster onboarding and continuous learning.
Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations.
Contribute to the culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions-first mindset.

Benefits

Competitive salary
Equity
Unlimited PTO and paid holidays
Remote-first with offices in New York City and San Francisco
Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
401(k)
Work-from-home and commuter benefits
Laundry allowance to support our customers' businesses
Comprehensive training, learning, and development programming
Access to hundreds of discounts and rewards from renowned vendors, including deals on health & wellness, travel, dining, auto insurance, and so much more!