The Role
The Software Support Team Lead will manage a team of specialists, oversee technical escalations, and improve customer support processes, ensuring high satisfaction and efficient operations.
Summary Generated by Built In
Want to be a part of a team revolutionizing and leading an entire industry with no real competition? The laundry industry is a $40+ billion dollar market, and the Cents platform is making it easier for laundromats, dry cleaners, and all garment care businesses to grow, manage, and understand their business. Backed by top-tier investors like Bessemer, Camber Creek, and Tiger Global, Cents is one of the fastest-growing vertical SaaS companies in the USA, and we’re just getting started. Already profitable and growing incredibly quickly each year, we have entered the absolute best stage of being a startup.
About Cents
Cents is a New York–based technology company passionate about transforming the laundry industry and dedicated to enabling new ways of working, earning, and living. Our all-in-one, business-in-a-box platform helps operators start, manage, and expand their businesses through a market-leading suite of SaaS and hardware products. By building a modern system to power the garment care industry, our goal is to outsource laundry day to the local business.
Our team is full of passionate technology experts obsessed with supporting and empowering SMBs. We feel the unique responsibility and opportunity we have to elevate an industry. We’re adding great talent to help achieve this mission, and that’s where you come in!
About The Role
As the Software Support Team Lead, you’ll be the driving force behind the day-to-day success of our Support organization at Cents. You’ll lead a team of dedicated Software Support Specialists focused on helping laundromat operators and garment care businesses thrive through our platform. This role combines people leadership, technical problem-solving, and process improvement—you’ll coach and develop the team, oversee escalations, and partner closely with Engineering, Product, and Operations to ensure our customers get quick, effective, and empathetic support.
This position is ideal for someone who thrives in a fast-moving environment, loves mentoring others, and isn’t afraid to dive into the details to find the root of a problem. You’ll play a central role in shaping the customer experience, driving operational excellence, and helping Cents continue to set the standard for industry-leading support.
Key Responsibilities
- Lead, coach, and develop a team of Software Support Specialists to deliver fast, empathetic, and technically accurate customer support.
- Manage daily team operations, including queue monitoring, prioritization, and resource allocation to ensure SLAs and quality metrics are consistently met.
- Act as the primary point of escalation for complex technical issues, collaborating with Product and Engineering teams to identify root causes and long-term solutions.
- Partner with cross-functional teams (Engineering, Product, Operations, Billing) to communicate recurring issues, streamline workflows, and improve platform stability.
- Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities.
- Develop and maintain documentation, internal training materials, and troubleshooting guides to enable faster onboarding and continuous learning.
- Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations.
- Contribute to the culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions-first mindset.
Qualifications
- Creative, persistent, and possessing a dynamic personality.
- Comfortable and adaptable to a fast-paced, scaling startup environment.
- Quick to adapt and a strong advocate for collaborative teamwork.
- Tech-savvy with proficiency in internal tools and efficient customer communication management.
- Proven ability to manage and prioritize multiple tasks and projects simultaneously.
- Hands-on experience with CRM (Customer Relationship Management) and/or ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage.
- Bonus points for experience with Point-of-Sale (POS) systems, payment platforms, or related SaaS tools used in business operations.
About Us
There’s a Laundry List of Why You’ll Love Working at Cents!
We are leaders - Leadership is not exclusive to the management team, but something everyone at Cents embraces and wants to get better at.
We are overachievers - The only true way to predict the future is to build it yourself. No excuses. Give 100% at all times.
We are students - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
We are committed to diversity and tight knit community - We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Benefits and Perks
We offer great compensation packages, comprehensive health benefits, & believe in a strong cohesive team atmosphere. Work from-home office stipend, virtual team events, and access to learning opportunities from our team and network of advisors, and investors are just the starting point.
- Competitive salary
- Equity
- Unlimited PTO and paid holidays
- Remote-first with offices in New York City and San Francisco
- Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
- 401(k)
- Work-from-home and commuter benefits
- Laundry allowance to support our customers’ businesses
- Comprehensive training, learning, and development programming
- Access to hundreds of discounts and rewards from renowned vendors, including deals on health & wellness, travel, dining, auto insurance, and so much more!
Please be aware that all legitimate recruitment communications from Cents will come through our official channels (@trycents.com email domain, our official careers page, or verified phone calls following email introductions).
Also please note that we will never ask for money or sensitive financial information. If you are contacted through other means or asked for such details, please assume that the communication is not legitimate. Please forward any such communications to us at [email protected] and we can confirm this for you.
Top Skills
CRM
Payment Platforms
Point-Of-Sale Systems
Ticketing Systems
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The Company
What We Do
All-in-one Laundry Business Management Platform. Advanced POS, Employee Management, Pickup & Delivery & More.
