Customer Support Team Lead

Job description

**Customer Support Team Lead** **Canopy, Draper, UT Hybrid (M,W,F in office)** **About Us** Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. We aim to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. And we just secured $70M in Series C funding to help us fulfill that mission. Click [here](https://www.getcanopy.com/why-canopy) to see why our clients (and investors) love Canopy. Interested in learning more about Canopy & the industry? Check out our blog [here](https://www.getcanopy.com/blog) where you can find great information on our product features, industry news, practice management, and more! This is a hybrid position in Draper, Utah (M, W, F in-office). **The Opportunity** As a Customer Support Team Lead at Canopy, you are the first line of real-time leadership on our front lines. You'll be the person our Specialists turn to in the moment, keeping the floor running, coaching daily workflows, and elevating the quality of every customer interaction. You’ll partner closely with the Manager of Customer Support while maintaining real-time visibility into queue health across chat, phone, and email. As Canopy unifies Customer Support, Technical Support, Payments Support, and Support Enablement under one standard, you’ll have real influence over how our operating model gets built—not just how it gets executed. This role is a genuine leadership on-ramp designed to prepare high-performers for people management at Canopy. ### **What you’ll do:** - Own real-time queue health: Monitor live volume across chat, phone, and email, rebalancing assignments and flexing coverage to ensure response times stay inside target during peak hours. - Act as the primary point of escalation: Resolve complex customer issues on the front line and cleanly package rest-of-world cases for Technical Support, Payments Support, or Leadership. - Coach and elevate performance: Review conversations, listen to calls, provide direct feedback, and run biweekly 1:1s focused on skill development and leveling requirements. - Coordinate operational logistics: Oversee daily coverage, shift swaps, PTO adjustments, break adherence, and phone queue routing around team events. - Lead new-hire ramping: Run shadowing and nesting programs, pairing trainees with mentors and delivering honest reads on ramp progress. - Champion incident response: Serve as a key response point during outages—deploying talk tracks and macros, coordinating customer messaging, and flagging spikes internally. - Maintain one source of truth: Partner with Support Enablement to keep macros, talk tracks, and Guru knowledge base content updated. - Lead as a working team player: Carry a reduced personal queue to stay close to the customer experience, while contributing to process improvements like routing, escalation pathways, and shared KPIs. - Embrace AI workflows: Help lead the team in implementing and utilizing AI toolsets to streamline daily customer support operations. ### **What We're Looking For:** - 2+ years of experience in a Customer Support or Contact Center environment, including at least 1 year in a senior, mentor, or lead capacity. - Proven leadership track record: A demonstrated history of coaching peers, raising team standards, and delivering candid, growth-oriented feedback. - Operational decisiveness: Ability to evaluate real-time queue data, pivot coverage on the fly, and prioritize urgency with sound escalation judgment. - Tooling and tech fluency: Experience working with modern support and business platforms such as Intercom, Salesforce, Jira, Slack, and Google Suite. - Communication excellence: Outstanding written and verbal communication skills with both internal teams and external customers. - Self-starter orientation: Ability to navigate ambiguity, solve unstructured problems, and help build processes where none exist yet. - Schedule and location requirements: Ability to work a standard 40-hour M-F schedule with in-office attendance on Mondays, Wednesdays, and Fridays in Draper, Utah. ### **Bonus Points If You Have:** - Experience in the accounting, tax, or B2B SaaS software space. - Familiarity with workforce management concepts (scheduling against arrival patterns, shrinkage, staffing models). - Experience running a QA/conversation-review program and calibrating scores across a team. - Experience training an AI support assistant or maintaining the underlying knowledge base. - Experience contributing to enablement or knowledge base content at scale. *We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.* **Why You Want to Work Here** 🌴 Flexible Paid Time Off - *you’re actually encouraged to use, plus 10 company holidays!* ❤️‍🩹 Health Benefits - *including Medical, Dental, and Vision and an HSA Match.* 💰 401(k) - *we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.* 🧠 Mental Health - *all employees have access to Impact Suite & to our Employee Assistance Program (EAP).* 👶 Paid New Parent Leave & Birthing Parent Leave - *so you’re able to care for your little ones.* ➕ Supplemental Benefits - *including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.* 🌟 Nectar - *our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!* 🥳 Company Events *- including monthly company-wide meetings, summer parties, and more.* 💡 ERG Committees *- to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.* ☕ Fully-stocked kitchen - *Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.* **Our Values** We approach our work every day with a few things in mind: 🔑 Own - *We own this place! We focus on outcomes, holding ourselves & each other accountable.* 🏆 Win - *We win by delighting our customers with the very best products and services.* 👍 Do Good - *We work hard to be good people!* 💡 Embrace Curiosity & Candor - *We approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.*  Act Startup Fast - *We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast.* To learn more about us & our values, click [here](https://www.getcanopy.com/company#our-team). **Interviewing @ Canopy** Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy: - Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! - 20-minute phone call with the People Team - 45-60-minute video or in-person interview with the Hiring Manager - 1-3 rounds of interviews, depending on the role - Final Interview Interview processes can vary depending on the role. The People Team will give you a role-specific overview of the process during your first phone call. ***Remember****:* This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! *Canopy is an equal-opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.*