Customer Support Team Lead

About RTLS Alliance

RTLS Alliance is the global industry body for Real-Time Location Systems — uniting vendors, consultants, and adopters to shape standards, share insights, and accelerate market adoption across industries. From smart manufacturing and logistics to healthcare and beyond, we exist to make real-time visibility the new standard in operations.

As we scale, our member base is growing fast — and we’re committed to delivering a high-trust, high-touch experience. We’re now hiring a Customer Support Team Lead to build and lead a world-class support function for a global community of innovators.

The Role

This is a leadership opportunity for someone who wants to create structure, drive quality, and set the tone for how RTLS Alliance serves its members. As Customer Support Team Lead , you’ll design and manage our support operations from the ground up — ensuring that every question, request, and interaction reinforces our credibility and commitment to service.

You’ll work directly with executives, contributors, and technology partners. More than just solving issues, you’ll play a central role in building trust and loyalty across our ecosystem .

Key Responsibilities

• Build and manage scalable member support processes across email, chat, help desk, and future channels
• Lead a growing team of support reps, ensuring consistent tone, quality, and response times
• Act as a primary point of contact for high-value members, resolving complex issues and driving satisfaction
• Develop self-service knowledge bases and onboarding materials to reduce friction and improve experience
• Track support KPIs, identify trends, and lead initiatives to improve efficiency and impact
• Partner with membership, marketing, and technical teams to ensure aligned communications and timely resolutions

What We’re Looking For

Why This Role Matters

You’ll be the operational backbone of member experience — ensuring every interaction is professional, timely, and aligned with our mission. You’ll lead with empathy, act with precision, and help shape how the RTLS industry sees us.

This is a ground-floor opportunity to define and lead support at a global alliance that’s helping change how the world thinks about location, intelligence, and visibility.