Support Team Lead

Austin, Texas, United States, Wayne, Pennsylvania, United States

At Clerri, we’re a team of builders, believers, and bold thinkers driven by one mission: to remove the barriers between patients and providers through memberships that improve access to care and help practices thrive. Simply put, we bring care closer. Backed by a smart platform and a thoughtful team, we deliver the most trusted solution in the market.

As a Tier 2 Support Lead you will oversee a team of specialists responsible for managing complex, technical, and escalated support inquiries across all inbound channels. You’ll ensure the team maintains high standards for SLA adherence, quality, and customer satisfaction while partnering cross-functionally with Product, Engineering, and Implementation teams to drive resolution efficiency and knowledge sharing.

The ideal candidate has a strong technical background, proven leadership experience, and a passion for developing others while continuously improving processes and performance. You’ll lead through data, empathy, and accountability, ensuring your team delivers exceptional experiences that strengthen trust between Clerri, our members, and our partners.

This role reports directly to the Director of Customer Support. This role offers a base of $81,000 and company equity.

The Day-to-Day 

You will oversee the daily operations and performance of a highly skilled Tier 2 support team, focused on resolving complex, technical, and escalated inquiries. You’ll leverage data, process expertise, and cross-functional collaboration to drive efficiency, consistency, and customer satisfaction across every channel. This includes (but is not limited to):

  • Oversee SLA and KPI performance for Tier 2 operations, ensuring resolution targets, quality standards, and CSAT goals are consistently met.
  • Conduct regular 1:1s, QA reviews, and coaching sessions to develop your team’s technical depth, communication skills, and judgment in handling escalations.
  • Serve as the primary escalation point for unresolved or cross-functional issues, coordinating solutions between Support, Product, Engineering, and Implementation.
  • Audit and analyze complex tickets to identify root causes, trends, and improvement opportunities in documentation, processes, or tooling.
  • Drive cross-team collaboration and feedback loops with Product and Engineering to ensure bugs, feature requests, and integration issues are properly prioritized and communicated.
  • Partner with Support Management to refine processes, implement automations, and enhance workflow scalability across the support organization.
  • Guide and mentor team members in data-driven decision-making, empowering them to balance autonomy with accountability.
  • Manage capacity and prioritization within your team to balance workloads and align resources with business priorities.
  • Support the onboarding and continuous development of Tier 2 specialists, ensuring they are equipped to handle advanced support scenarios.
  • Maintain compliance with all company, security, and regulatory requirements tied to elevated system access and technical troubleshooting.

To Be Successful

Do these things sound like you? Yes? Great, you’re already on the path to success at Clerri.

  • Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
  • 1+ years of experience in technical support or SaaS operations, with proven success leading or mentoring a high-performing team.
  • Analytical and data-savvy, with the ability to interpret complex metrics and transform insights into scalable improvements across workflows, tooling, and quality.
  • Highly organized, dependable, and decisive, known for clear communication, consistency, and strong execution in a dynamic environment.
  • Skilled at balancing leadership, technical guidance, and collaboration, empowering your team while maintaining hands-on awareness of operations and escalations.
  • A proactive, strategic problem-solver who drives change, identifies systemic issues, and partners cross-functionally to enhance the customer and team experience.
  • You own and communicate SLA, QA, and KPI expectations at a team level, leveraging performance data to coach effectively and maintain excellence in service delivery.
  • Familiarity with ticketing and CRM tools (e.g., Zendesk, JIRA , Salesforce, or similar platforms), as well as phone or communication systems.
  • You are legally authorized to work permanently in the US without employer sponsorship
  • Degrees are welcome, not required. If you’re curious, capable, and eager to learn, we’d love to hear from you.

 

To Thrive

We’re a forward-thinking, passionate, and values-driven team that leads with empathy - and if the following things sound like you, you won’t just settle in. You’ll thrive with us.

  • You’re a self-starter with the ability to “figure it out” but not afraid to ask questions.
  • You’re energized by ambitious goals and love pushing the boundaries of what’s possible.
  • You ensure your team consistently meets or exceeds SLAs, KPIs, and quality benchmarks, using data-driven insights to optimize performance and elevate the customer experience.
  • You take initiative beyond day-to-day operations, leading complex escalations, improving cross-functional workflows, and driving scalable solutions that enhance efficiency and impact.
  • You adapt quickly to evolving products, integrations, and priorities, guiding your team and partnering teams through change with clear communication and technical confidence.
  • You like to test, tweak, and try again. At Clerri we’re all about failing fast and learning faster.
  • You believe in delivering real value, not just checking boxes.
  • You are no stranger to playing hard and working harder while treating others with respect and dignity.



Our Advantage

If you’re asking yourself “what are the perks of working with us?” Don’t worry. We’ve got you covered.

  • We’ve been named to the Inc. 5000 list three years in a row - we’re growing fast and just getting started
  • You’ll get some skin in the game with employee equity.
  • Innovation is in our DNA - we’re building solutions that matter today and shape the future for providers and patients.
  • We stand behind and celebrate our core values.
  • We’re not just building a product. We’re transforming how care is accessed and sustained, starting with dental.
  • We put our customers at the center of everything we do—every process, product, and decision is driven by what best serves them.
  • Honest, two-way communication is how we operate. Every voice matters, and great ideas can come from anywhere.
  • We celebrate individuality and diversity - when you bring your authentic self to work, we all do better.
  • You’ll experience a culture filled with opportunities to connect in-person and virtually.
  • And we’ve got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, flexible PTO and compassionate leave, and more!

 

Our Commitment to You


Be yourself. Always.
We want you to apply even if you do not meet every requirement. We are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees. It is what drives innovation, ignites creativity, and ultimately gives us a competitive advantage.

We want you to be you,  because how boring would life be if we were all the same?

About Us

Clerri is the leading Care Membership Platform for dental practices, helping them grow by filling schedules with loyal, cash-paying patients.

Our smart, compliant, and automated platform empowers practices to reduce their reliance on insurance, build recurring revenue, and improve access to care for all. Trusted by 20,000+ dentists nationwide, Clerri brings patients closer and helps practices thrive.

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