Customer Support Tier 1 Team Lead

Customer Support Tier 1 Team Lead

Canopy Tax, Draper, UT

About Us

Canopy is a fast-growing SaaS company in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. 

Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

Click here to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

Canopy Tax, a forward-thinking accounting practice management software company, is seeking an experienced and dynamic Customer Support Tier 1 Team Lead to guide and elevate our Tier 1 Customer Support Team. As the Customer Support Tier 1 Team Lead, you will play a critical role in managing a team of support representatives, ensuring exceptional customer experiences, and driving the resolution of customer inquiries. The ideal candidate has a proven track record in customer support leadership, exceptional communication skills, and a passion for delivering outstanding service.

What You’ll Do

• Team Management:
  • Lead, mentor, and manage a team of Tier 1 Customer Support Representatives, providing guidance, coaching, and fostering their professional growth.
  • Set team goals, performance expectations, and monitor performance metrics to ensure high-quality support.
• Customer Advocacy:
  • Ensure a customer-centric approach by empowering your team to provide prompt, accurate, and empathetic responses to customer inquiries.
  • Advocate for customers and ensure their concerns are addressed effectively.
• Issue Resolution:
  • Oversee the handling of customer inquiries, troubleshoot technical issues, and facilitate issue resolution to achieve customer satisfaction.
  • Collaborate with cross-functional teams to escalate and resolve complex cases.
• Quality Assurance:
  • Implement and enforce support quality standards, ensuring that responses are accurate, timely, and aligned with company policies.
  • Conduct regular reviews of customer interactions to maintain consistent service quality.
• Performance Analysis:
  • Analyze support ticket data, customer feedback, and performance metrics to identify trends, areas for improvement, and opportunities to enhance support processes.
• Team Collaboration:
  • Collaborate closely with the Tier 2 support team to ensure effective issue escalation and resolution.
• Process Improvement:
  • Continuously improve support processes, workflows, and tools to enhance efficiency and effectiveness.
  • Implement best practices and automation solutions to streamline support operations.

What We’re Looking For

• Proven experience (1-3+ years) in customer support roles. Mentorship or leadership experience preferred.
• Strong understanding of customer support best practices, issue resolution techniques, and customer relationship management.
• Exceptional communication skills.
• Analytical mindset with the ability to leverage data for performance analysis and process improvement.
• Proficiency in using customer support software, CRM systems, and ticketing tools preferred.
• Experience in the software industry or related technology support is a plus.

Why You Want to Work Here:

Flexible Paid Time Off – that you’re actually encouraged to use plus 10 company holidays! 

❤‍ Health Benefits – including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

401(k) – we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

Mental Health –  all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

Paid New Parent Leave & Birthing Parent Leave – so you’re able to care for your little ones.

➕ Supplemental Benefits – including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

Motivosity – our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

Company Events – including monthly company-wide meetings, summer parties, and more.

DEIB Committee – to plan initiatives around continuing education, community  outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen – Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered. 

Our Values:

We approach our work every day with a few things in mind:

Own – we own this place! We focus on outcomes, holding ourselves & each other accountable.

Win – we win by delighting our customers with the very best products and services.

Do Good – we work hard to be good people!

Embrace Curiosity & Candor – we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

To learn more about us & our values, click here.

Interviewing @ Canopy:

We know application processes can be a little stressful. Here’s are the stages of a typical interview process:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.