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Aug 12th, 2021

Team Lead, Technical Support

Full Time

About Loom
Loom is on a mission to empower everyone at work to communicate more effectively, wherever they are. We are already trusted by over 12M users across 200k+ companies. Our customers are global and use Loom at work at world-class companies including Netflix, HubSpot, Atlassian, Juniper Networks, and Twitter.

Founded in 2015, Loom has raised over $200 million from top-tier investors including Sequoia Capital, Kleiner Perkins, Coatue, and Andreessen Horowitz.

The Role
Loom is looking for a thoughtful team lead to help build and manage our technical support operations. This role will focus on providing the best product experience for all Loom's customers and business partners (via our SDK).

Our approach centers around building knowledge, collecting feedback and thinking about scalable solutions for product improvements. Our Technical Support Team Lead will be a coach and a point of escalations for our team of Technical Support Engineers, while also working with our Engineering and Product teams to ensure technical alignment.

We're looking for ambitious and thoughtful customer advocates, who are eager to tackle complex technical challenges and build meaningful relationships with our customers to help our team deliver delightful support experiences.

Your Repsonsibilities

  • Set the vision and drive priorities for our talented TSE team.
  • Using performance management and development processes, regular 1:1s, and ongoing coaching and mentoring. Monitor, report, and help develop performance plans as needed to quickly identify and remediate performance issues.
  • Help the team meet and exceed our Support goals to deliver an excellent experience to Loom users.
  • Create a positive team culture, build relationships with direct reports and work hard to help them level up their skills.
  • Manage prioritization, escalation and resolution of support incidents to the Engineering team.
  • Create and implement a variation of our current Quality program tailored to technical needs.
  • Continually learn about Loom's products, technical processes and policies while communicating with your team to support them through frequent updates.
  • Incorporate the use of data and automation in the support delivery processes and customer experience
  • Maintain accurate attendance and vacation tracking for an efficient workforce management model.
  • Collaborate with other leads and managers to prioritize initiatives and set direction for Support as a whole, including with our outsourced partners.
  • Serve as a role model for accountability, professionalism, and emotional intelligence. Work alongside your team as needed to establish trust, credibility, and to stay close to what is needed to best serve our Loom community.
  • Act as on-call support leader and escalation contact
  • Champion customer issues within the organization to build the best customer experience

What We're Looking For

  • You have 4+ years of professional experience in SaaS companies working in technical support for large international customer accounts.
  • You have 2+ years of experience in a customer-facing technical support management role. Bonus if you have hired and onboarded direct reports in the past.
  • You have excellent, thoughtful written and verbal communication skills. Effective communication is one of your superpowers.
  • You enjoy spending your time motivating, providing feedback and helping your team meet and exceed their goals.
  • You are a Support role model. You can lead by example by jumping into the queue and helping whenever necessary.
  • You have experience debugging web-based applications and are comfortable interacting with deployed code with Chrome Developer Tools and examining logs in DataDog and Sentry.
  • You are comfortable navigating software development and support tools like Zendesk, JIRA, AWS, Github, etc.
  • You are proficient in SaaS solutions and Electron apps (CSS, JavaScript, HTML) and have experience with client-to-server solutions.
  • You are an expert at installing, configuring and troubleshooting of Windows and Mac with protocols like HTTP, HTTPS, WebSockets and DNS.

  • Bonus:
  • You have experience troubleshooting complex issues with video.
  • You have a great video presence to engage with customers via Loom.
  • You have of these certifications: AWS Cloud Practitioner, Cisco CCNA, Microsoft Certified Solutions Expert (MCSE), Apple Certified System Administrator, CompTIAA+, CompTIA Network+
How We Work
Freedom and Flexibility: At Loom, we believe work is an act, not a place. When we disengage work from a location, we can accommodate a broad range of life choices. You can choose to work from home or while you travel. If you are in the Bay Area, you can drop by our San Francisco office on 2nd and Market St. when reopens in Fall 2021. We are able to hire across the United States and Canada* and are continuing to expand our international presence. And you are free to move within a country without any adjustment to compensation.

Engaging Workday: The key to an engaging workday is finding the right balance between different ways to work sync, async, text and video. Loom makes it easier for us to say what we mean without having to schedule a zoom meeting or struggle to find the right words. And using async communication allows us to free up time for deep work every day. We believe there's a place for sync time - often a conversation on Zoom is exactly what is needed. For team meetings, this ‘sync time’ is typically between 9AM-Noon PT given where the overlap of timezones where Loommates are located.

Work-Rest Balance: The way we balance the fast-paced demands of a high-growth startup and sustainability is making rest a priority. We offer a flexible PTO policy so you're able to take time off when you need it. We also go fully offline once a year between Christmas and New Year (and twice during the Pandemic). Rest is also part of the workday, not just during PTO. Taking a break for personal commitments, whether it's watching the kids or getting some exercise is natural part of the workday.

Social Connection: Relationships and connectedness matter. We are intentional about building trust and relationships through unique, shared experiences. Our virtual workspace keeps us connected day-to-day whether it's through Looms celebrating wins or our buzzing Slack communities. Post-COVID, we want Loommates to meet in person at least twice a year purely for fun. We're also experimenting in local offices as social spaces, starting with San Francisco in Fall 2021.

Perks at Loom
Competitive compensation and equity package
99% company paid medical, dental, and vision coverage for employees and dependents (for US employees)
Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
Healthcare reimbursement (for International employees)
Life, AD&D, Short and Long Term Disability Insurance
401(k) with 4% company matching
Professional development reimbursement
Mental health and wellness reimbursement
Gym reimbursement
Unlimited PTO
Paid parental leave
Remote work opportunities
Home office & technology reimbursement

Loom = Equal Opportunity Employer
We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.

We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.