Customer Support Team Lead

The RTLS Alliance Ecosystem is a global, vendor-neutral initiative administered by RTLS Institute, Inc., a nonprofit industry association. The organization is committed to promoting the adoption and implementation of real-time location systems (RTLS) and location intelligence across industries such as healthcare, manufacturing, logistics, and retail. As a leader in the RTLS space, the alliance works collaboratively to advance innovation and establish best practices for industry-wide solutions.

This is a contract remote role for a Customer Support Team Lead. The individual will oversee a team dedicated to delivering high-quality customer support, ensuring customer satisfaction, and managing escalated issues. Responsibilities include monitoring team performance, coordinating technical support efforts, analyzing support metrics, and streamlining customer support processes to improve service standards.

• Proficiency in Customer Support and ensuring customer satisfaction through effective leadership and resolution techniques
• Excellent Analytical Skills to evaluate support processes and metrics for ongoing improvements
• Strong Communication abilities for team coordination and delivering updates to customers and stakeholders

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• Experience in Technical Support, including troubleshooting and resolving customer concerns related to RTLS or related systems
• Proven leadership capabilities and a customer-focused mindset
• Experience managing remote teams is a plus
• Bachelors degree in Business Administration, Information Systems, or a related field is desirable