Customer Support Team Lead

Why Join RTLS Alliance?RTLS Alliance isn’t just another platform—it’s a movement to elevate the RTLS industry and connect the global ecosystem behind it. As an early team member, you’ll be joining at a pivotal moment: Help define the service experience from the ground up Become part of the founding operations team Build relationships with leaders across industrial tech, digital twins, and location intelligence Gain high visibility, trust, and ownership in a role that touches nearly every part of the organization Launch or level-up your career by taking on real responsibility in a mission-driven, global initiative This is a high-impact role for someone who wants to do meaningful work—and help others do the same.Role OverviewWe are seeking aCustomer Support Team Leadto manage and scale our global member support function. You’ll ensure our diverse member base—ranging from startups to industry leaders—receives responsive, professional, and high-quality support as they engage with the Alliance. You’ll lead frontline service operations, improve internal workflows, and help shape the support experience as we grow from early-stage to global scale.Key ResponsibilitiesManage day-to-day support operations: inquiry triage, onboarding, and platform troubleshooting Lead and mentor support staff and freelancers as the team expands Maintain support SLAs and quality standards across all member interactions Serve as point of escalation for complex or high-priority member issues Own and improve internal documentation, FAQs, and onboarding resources Track and report KPIs (response time, resolution rate, satisfaction scores) to leadership Coordinate closely with platform, directory, and community teams to ensure smooth user journeysQualifications4+ years in customer support or member services, with 1–2 years in a leadership role Strong written and verbal communication skills with a clear and professional tone Experience with tools like HubSpot Service, Intercom, Zendesk, or similar platforms Comfortable working in fast-paced, digital-first environments Experience supporting professional or technical communities is a plus Bonus: familiarity with RTLS, IoT, or B2B SaaS platforms

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