Remote CX Technical Support Advocate: Tier 1 Lead at Photobooth Supply Co

USA BASED CANDIDATES ONLY - Read below for a list of eligible states

At Photobooth Supply Co, we're on a mission to help entrepreneurs succeed—and our support team is at the heart of that goal. We're looking for a Tier 1 Team Lead to guide and inspire our Tier 1 Technical Support team. In this role, you'll combine your technical expertise, leadership skills, and customer-first mindset to ensure our clients receive fast, accurate, and empathetic support.

This is more than just a support role—it's a leadership opportunity to drive excellence, mentor a passionate team, and elevate the customer experience at every turn.

What You'll Do:

Lead the Tier 1 Team

Support, coach, and guide Tier 1 Customer Advocates in resolving customer issues across software, hardware, and account-related topics.
Ensure team adherence to SOPs, ticket quality, and timely resolution of inquiries through Zendesk, calls, and chat.
Conduct regular 1:1s, provide feedback, and support team members in achieving their KPI goals.
Oversee CX RMA workflows to ensure efficient and timely resolution of hardware returns, replacements, and warranty claims.
Serve as the escalation point for complex RMA cases, coordinating with cross-functional teams (Logistics, Engineering, CX).
Identify patterns or recurring issues in RMAs and collaborate with internal teams to reduce volume and improve processes.

Excel in Performance

Meet key metrics such as ticket handling times and CSAT.
Analyze trends and proactively address areas for improvement.
Help the team manage daily support queues.

Elevate the Customer Experience

Provide technical support and manage escalated tickets, modeling best-in-class support.
Deliver empathetic, solution-oriented experiences that build trust and customer loyalty.
Ensure customers receive clear, concise, and actionable information at every step.

Collaborate Cross-Functionally

Partner with Tier 2 Tech, Logistics, Engineering, and CX leadership to surface bugs, improve workflows, and enhance customer success.
Assist in onboarding, training, and documentation updates for Tier 1 and RMA procedures.

We are looking for candidates who are able to work the following time shift:

Sunday - Thursday, 9AM - 6PM Pacific Time

Please confirm availability for this shift. Applications without schedule confirmation will not be considered.

Requirements

✅ What We're Looking For:

3+ years of experience in technical support, with 1+ years in a team lead or management role.
Experience managing SLAs, support processes, and technical escalations.
Proven ability to coach team members, execute processes, and hold team members accountable to goals.
Excellent English language written and verbal communication skills—able to simplify technical details and deliver thoughtful, empathetic service. Do you appreciate the Oxford comma? So do we!
Strong organizational skills and ability to juggle priorities in a fast-paced, remote environment.
Comfortable using tools like Zendesk, Google Workspace, and internal SOP documentation.

⭐️ Bonus Points For:

Familiarity with photo booth equipment, photography gear, or event-based tech.
Experience in hardware troubleshooting, logistics coordination, or remote team leadership.
Candidates who have strong opinions on the best Zelda game in the franchise.

✨ Why Join Photobooth Supply Co?

Photobooth Supply Co builds innovative photo booth hardware and software that empower entrepreneurs to build thriving businesses. As the Team Lead for Tier 1, you'll have a direct hand in shaping the support experience for our customers while nurturing the growth of your team. You'll be joining a people-first, product-passionate company that's as dedicated to your growth as we are to our clients'.

Ready to lead with heart, clarity, and purpose?

We can't wait to meet you. Apply now and help our photo booth owners shine!