Job description
Keeper Security is hiring a driven and execution-oriented B2B Support, Team Lead to collaborate with the team manager and mentor our level 1 support team while playing a pivotal role in ensuring our customers receive exceptional service and care. You will lead a team of dedicated customer support professionals and work closely with other departments to maintain our commitment to excellence. This is a 100% remote position with an opportunity to work a hybrid schedule for candidates who live near our global headquarters in Chicago.
Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 21 languages and is sold in over 120 countries. Join one of the fastest-growing cybersecurity companies and be responsible for the fundamentals of our B2B Customer Support Team.
About Keeper
Keeper Security is transforming cybersecurity for people and organizations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at KeeperSecurity.com.
About the Job
As the Level 1 B2B Support, Team Lead at Keeper Security, you will be responsible for guiding and leading our frontline support operations for business customers. Reporting to the B2B Support Specialist Manager, you will act as a day-to-day resource and point of contact for a team of L1 support professionals. This role emphasizes hands-on assistance, peer mentorship, process coordination, and a strong focus on delivering excellent service to our B2B customers.
Responsibilities:
Provide daily guidance and support to a team of level 1 support professionals, helping them deliver high quality assistance to our B2B customers
Act as a key point of contact between the team and management, communicating team needs and customer feedback clearly and constructively
Monitor and maintain the quality of customer interactions, providing feedback and informal coaching to team members as necessary
Collaborate with leadership to identify opportunities for process improvements, tool enhancements, and resource updates
Maintain responsive and professional communication with customers via email, phone and chat, stepping in to assist with more complex issues as needed
Support escalation handling and resolution in collaboration with senior team members or management
Assist in preparing support-related reports and summaries for leadership review
Coordinate with other departments such as Sales, Product, and Engineering to relay client feedback and insights
Support onboarding, ongoing training, and recruitment of new team members, ensuring knowledge of product features and support best practices
3+ years of experience in a SaaS support environment, including peer leadership or mentorship responsibilities
Excellent communication and interpersonal skills
Customer Service orientation with a strong bias toward action
Solid understanding of service level agreements (SLAs) and how to support them in day-to-day operations
Flexible in working outside of core business hours at short-notice
Ability to build cross-functional relationships, influence and collaborate at all organizational levels
Outstanding verbal and written communications skills for a global audience
Analytical and problem-solving abilities
Proficiency with support software and CRM systems
Experience leading and mentoring a small team
Strong commitment to customer satisfaction
BS in computer science, engineering, or relevant field (or equivalent experience)
Preferred qualifications
Experience with a rapidly-scaling SaaS business
Experience with leading teams in a fast-paced environment
Medical, Dental & Vision (inclusive of domestic partnerships)
Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
Voluntary Short/Long Term Disability Insurance
401K (Roth/Traditional)
A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
Above market annual bonuses
Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Classification: Exempt
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