Product Support Lead

Product Support Lead

Team Lead, Product Support

Location: Swarthmore, PA; Wilmington, NC; Remote

Business Strategic Summary:

We are an innovation-driven lending integration platform which has built a rapidly growing ecosystem among Lending Systems, Financial Institutions, and Merchants.   Our goal is to sustain 300% revenue growth every year for the next three years.  We will continue to invest in APIs to connect LOS platforms and in data analytics for a long term differentiation in the market.

Job Description:

The Product Support Team Lead will assist with oversight of the product support team and overall management of the support queue while continuing to engage directly with clients in support tickets. The Team Lead will be responsible for overseeing collaboration, training, and coaching within the Product Support team.  

This role partners with Customer Success and Sales teams to train, communicate, support customer activation and growth initiatives. The role will need to understand, communicate, and support API integration activities (since it’s fundamental to our growth).  The position is responsible for communications and announcements for releases, enhancements, and updates.

We’re looking for a passionate, innovative thinker who can build structure, discipline, and service into our operations team.  Change is and will be our constant as we grow and evolve as a business.

The right leader will feel comfortable always learning and challenging the status quo.  

Key Responsibilities:

  • Handle emails, portal tickets, and phone calls from the queue as appropriate, in line with established targets
  • Review tickets periodically to ensure appropriate procedures and escalation paths are followed by team members
  • Serve as formal escalation point within the team for difficult tickets
  • Assist with scheduled calls and one-off projects with customers as needed or as directed by management
  • Assist with growing the skills of individual team members, providing feedback on appropriate case handling, and troubleshooting strategies
  • Work with management to help identify support trends and opportunities for improvement within the team
  • Provide training to new hires and ongoing training for existing employees
  • Monitor relevant Slack channels and ensure appropriate team response

 Skills and competencies:

  • Strong verbal and written communication skills
  • Willing to wear multiple hats and play a flexible role
  • Experience using Microsoft Office, CRM tools, and help desk support software is preferred
  • Financial services experience, preferably in consumer lending or with a fintech provider

About LoanStar Technologies:
Based in the greater Philadelphia area, LoanStar works with lenders of all sizes to design, deploy and power instant indirect consumer lending at the point-of-sale. LoanStar works with lenders to diversify their consumer loan origination strategies. Providing program consulting, market-leading software, and merchant aggregation, LoanStar helps lenders of every size leverage the power of their local brand. LoanStar has developed the MerchantLinQ platform that enables lenders of all sizes to deploy instant point-of-sale finance through their local merchants.