CX Technical Support Advocate: Tier 1 Lead

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<h3><strong>USA BASED CANDIDATES ONLY - Read below for a list of eligible states</strong></h3><p>At <strong>Photobooth Supply Co</strong>, we’re on a mission to help entrepreneurs succeed—and our support team is at the heart of that goal. We're looking for a <strong>Tier 1 Team Lead</strong> to guide and inspire our Tier 1 Technical Support team. In this role, you’ll combine your technical expertise, leadership skills, and customer-first mindset to ensure our clients receive fast, accurate, and empathetic support.</p><p>This is more than just a support role—it's a leadership opportunity to drive excellence, mentor a passionate team, and elevate the customer experience at every turn.</p><h3><strong>What You’ll Do:</strong></h3><ul> <li><strong>Lead the Tier 1 Team</strong></li> <ul> <li>Support, coach, and guide Tier 1 Customer Advocates in resolving customer issues across software, hardware, and account-related topics.</li> <li>Ensure team adherence to SOPs, ticket quality, and timely resolution of inquiries through Zendesk, calls, and chat.</li> <li>Conduct regular 1:1s, provide feedback, and support team members in achieving their KPI goals.</li> <li>Oversee CX RMA workflows to ensure efficient and timely resolution of hardware returns, replacements, and warranty claims.</li> <li>Serve as the escalation point for complex RMA cases, coordinating with cross-functional teams (Logistics, Engineering, CX).</li> <li>Identify patterns or recurring issues in RMAs and collaborate with internal teams to reduce volume and improve processes.</li> </ul> <li><strong>Excel in Performance</strong></li> <ul> <li>Meet key metrics such as ticket handling times and CSAT.</li> <li>Analyze trends and proactively address areas for improvement.</li> <li>Help the team manage daily support queues.</li> </ul> <li><strong>Elevate the Customer Experience</strong></li> <ul> <li>Provide technical support and manage escalated tickets, modeling best-in-class support.</li> <li>Deliver empathetic, solution-oriented experiences that build trust and customer loyalty.</li> <li>Ensure customers receive clear, concise, and actionable information at every step.</li> </ul> <li><strong>Collaborate Cross-Functionally</strong></li> <ul> <li>Partner with Tier 2 Tech, Logistics, Engineering, and CX leadership to surface bugs, improve workflows, and enhance customer success.</li> <li>Assist in onboarding, training, and documentation updates for Tier 1 and RMA procedures.</li> </ul> </ul><p></p><p><strong>We are looking for candidates who are able to work the following time shift:</strong></p><p><strong>Sunday – Thursday, 9AM – 6PM Pacific Time</strong> </p><p>Please confirm availability for this shift. Applications without schedule confirmation will not be considered.</p><p><strong>Requirements</strong></p><p></p><h3>✅ <strong>What We’re Looking For:</strong> </h3><ul><ul> <li> <strong>3+ years of experience in technical support</strong>, with <strong>1+ years in a team lead or management role</strong>.</li> <li>Experience managing SLAs, support processes, and technical escalations.</li> <li>Proven ability to coach team members, execute processes, and hold team members accountable to goals.</li> <li>Excellent English language written and verbal communication skills—able to simplify technical details and deliver thoughtful, empathetic service. Do you appreciate the Oxford comma? So do we!</li> <li>Strong organizational skills and ability to juggle priorities in a fast-paced, remote environment.</li> <li>Comfortable using tools like Zendesk, Google Workspace, and internal SOP documentation.</li> </ul></ul><h3>⭐️ <strong>Bonus Points For:</strong> </h3><ul><ul> <li>Familiarity with photo booth equipment, photography gear, or event-based tech.</li> <li>Experience in hardware troubleshooting, logistics coordination, or remote team leadership.</li> <li>Candidates who have strong opinions on the best Zelda game in the franchise. </li> </ul></ul><p></p><h3>✨ <strong>Why Join Photobooth Supply Co?</strong> </h3><p>Photobooth Supply Co builds innovative photo booth hardware and software that empower entrepreneurs to build thriving businesses. As the <strong>Team Lead for Tier 1</strong>, you'll have a direct hand in shaping the support experience for our customers while nurturing the growth of your team. You’ll be joining a people-first, product-passionate company that’s as dedicated to your growth as we are to our clients’.</p><p><strong>Ready to lead with heart, clarity, and purpose?</strong></p><p>We can’t wait to meet you. Apply now and help our photo booth owners shine!</p><h3>Must live in one of the following states:</h3><ul> <li>Arizona</li> <li>California </li> <li>Colorado</li> <li>Florida</li> <li>Georgia</li> <li>Illinois</li> <li>Montana</li> <li>Nevada</li> <li>New Hampshire</li> <li>New York</li> <li>North Carolina</li> <li>Oregon</li> <li>Pennsylvania</li> <li>Rhode Island</li> <li>Texas</li> <li>Utah</li> <li>Virginia</li> <li>Wyoming</li> </ul><h3></h3><p><strong>Benefits</strong></p><p>🏥 Health Benefits </p><p>👴 401K for California Based Employees </p><p>📚 Education Stipend </p><p>💻 Remote Work</p><p>💰 Bonus Plan </p><p>🏝️ Annual Retreat </p><p>✈️ Generous PTO and Holiday Schedule</p><p>💼 Quarterly Financial Meetings </p><p>📊 Open Book Management </p><p>💪 Intimate Team</p><p>🧑‍💻 Work from Home Stipend </p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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