Customer Support Team Lead

Why Join RTLS Alliance? RTLS Alliance isn’t just another platform—it’s a movement to elevate the RTLS industry and connect the global ecosystem behind it.

As an early team member, you’ll be joining at a pivotal moment :

Help define the service experience from the ground up

Become part of the founding operations team

Build relationships with leaders across industrial tech, digital twins, and location intelligence

Gain high visibility, trust, and ownership in a role that touches nearly every part of the organization

Launch or level-up your career by taking on real responsibility in a mission-driven, global initiative

This is a high-impact role for someone who wants to do meaningful work—and help others do the same.

Role Overview We are seeking a Customer Support Team Lead to manage and scale our global member support function. You’ll ensure our diverse member base—ranging from startups to industry leaders—receives responsive, professional, and high-quality support as they engage with the Alliance.

You’ll lead frontline service operations, improve internal workflows, and help shape the support experience as we grow from early-stage to global scale.

Key Responsibilities Manage day-to-day support operations : inquiry triage, onboarding, and platform troubleshooting

Lead and mentor support staff and freelancers as the team expands

Maintain support SLAs and quality standards across all member interactions

Serve as point of escalation for complex or high-priority member issues

Own and improve internal documentation, FAQs, and onboarding resources

Track and report KPIs (response time, resolution rate, satisfaction scores) to leadership

Coordinate closely with platform, directory, and community teams to ensure smooth user journeys

Qualifications 4+ years in customer support or member services, with 1–2 years in a leadership role

Strong written and verbal communication skills with a clear and professional tone

Experience with tools like HubSpot Service, Intercom, Zendesk, or similar platforms

Comfortable working in fast-paced, digital-first environments

Experience supporting professional or technical communities is a plus

Bonus : familiarity with RTLS, IoT, or B2B SaaS platforms