Customer Support Team Lead

Customer Support Team Lead

Canopy Tax, South Jordan

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.

Our goal is to help our clients unlock the firm they've always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

Click here to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

We're looking for a Customer Support Team Lead to help coach, develop, and support our team of Customer Support Agents. You'll report to and work closely with the Customer Support Manager and play a key role in building an exceptional support experience for our customers. This is a people-first leadership role with a focus on delivering high-quality service, driving team performance, and helping our support agents grow and thrive.

Key Responsibilities:

• Lead a team of Customer Support Agents, ensuring exceptional service across phone, chat, and email channels
• Provide day-to-day coaching, guidance, and support to team members to drive individual and team performance
• Conduct regular 1:1s, performance check-ins, and coaching conversations
• Monitor and analyze key support metrics including CSAT, availability, efficiency to ensure team goals are met or exceeded
• Own QA reviews for support conversations and provide regular feedback
• Act as a point of escalation for complex or sensitive customer issues, modeling effective resolution strategies
• Foster a positive, collaborative, and high-performance team culture
• Identify and implement opportunities to streamline support processes, improve workflows, and enhance documentation
• Help onboard and train new support team members
• Collaborate cross-functionally with Product, Engineering, and Success teams to share customer feedback and solve problems
• Contribute to the creation and maintenance of internal resources, including team documentation

Skills you'll need:

• 2+ years of experience leading teams
• Experience in customer-facing roles
• Exceptional interpersonal skills with a passion for coaching, mentoring, and team development
• Deep commitment to delivering outstanding customer experiences
• Excellent written and verbal communication skills, with the ability to communicate clearly and compassionately
• Highly organized and capable of managing multiple priorities in a dynamic, fast-paced environment
• Experience with support tools like Zendesk, Intercom, or similar
• Data-driven mindset with the ability to analyze and act on team performance metrics
• A proactive, empathetic approach to solving both customer and team challenges

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 - that you're actually encouraged to use plus 10 company holidays!

️ Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

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 - drive initiatives around education, community outreach, recruiting, and onboarding, fostering an inclusive workplace and diverse employee engagement.

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.

To learn more about us & our values, click here.

Interviewing @ Canopy:

We know 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.