Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Lead a multi-skilled support team to transition from reactive problem-solvers to proactive business advisors for B2B clients, focusing on coaching, performance management, and strategic escalation handling.

Responsibilities

• Coach and manage a team handling technical support and CRM consulting.
• Set clear performance expectations and hold the team accountable for outcomes.
• Build career pathways and develop senior agents and future team leads.
• Coach agents to act as consultants focused on business ROI.
• Use advanced reporting and dashboards to evaluate performance based on client outcomes and retention.
• Serve as the escalation anchor for high-impact B2B client issues.
• Implement and maintain QA scoring for support interactions.
• Manage scheduling, capacity planning, and workload distribution.
• Recruit, develop, and retain high-performing support professionals.
• Surface frontline insights to inform product, sales, and leadership decisions.

Requirements

• 5+ years of progressive experience in customer support, customer success, or technical support within a B2B SaaS or technology environment.
• At least 2 years in a direct people management role.
• Demonstrated experience coaching teams toward consultative, outcome-oriented behaviors.
• Proven ability to manage complex, multi-system B2B client escalations.
• Strong command of support and CRM tooling and workforce management.
• Comfort using data and dashboards to evaluate performance metrics.
• Experience operating in a performance-based environment.
• Strong written and verbal communication skills.
• Deep understanding of capacity planning.

Skills

• People management
• Coaching and development
• B2B SaaS support
• CRM consulting
• Technical troubleshooting
• Workforce management
• Data analysis and reporting
• Performance management
• Escalation management
• QA scoring framework development

Experience Level

• 5+ years of progressive experience
• 2+ years in a direct people management role

Benefits

• Up to 31 days of paid time off in the first year
• Access to LinkedIn Learning
• Medical, dental, and vision insurance
• 401K with company match
• Wellness program
• Flexible leave options

About the Company

• Trader Interactive is a group of digital marketplace businesses.
• Part of the global CAR Group with operations in Australia, Brazil, Chile, and South Korea.
• Committed to building value and driving innovation across industries.

Equal Opportunity

• Trader Interactive is an equal opportunity employer where hiring is based on business needs, job requirements, and individual merit.
• TI supports a diverse workforce and encourages candidates from underrepresented groups to apply.