Product Support Team Lead

Summary

Description

We’re Cubby Beds 👋

A fast-growing and high-impact startup that makes smart beds for people with cognitive conditions like Epilepsy, Cerebral Palsy, Dementia and Autism. Our mission is to improve the lives of special needs kids and their families through our innovative products and go to market strategies. Since launch, we have changed the lives of thousands of families, been insurance covered in all 50 states, achieved profitability, and built a team of ~30 in our Denver HQ.

The next stage of the business is all about scaling our team, product, systems, and customer journey to help thousands more families get the safe sleep they deserve.

This is where you come in

As the Product Support Team Lead, you will be a player/coach who is crucial to ensuring the satisfaction of our network of both families and partners during and after delivery of a Cubby Bed. You’ll manage a team of Support Associates and provide them with timely feedback and encouragement. This role will also work directly with customers to provide solutions to escalated issues, modify processes and tooling, and demonstrate subject matter expertise on Cubby’s processes and products.

If you're ready to change lives on the ground floor of an inspiring company and help elevate the Cubby experience, we want to meet you!

Here’s what you’ll be doing

• Manage a team of Product Support Associates in close collaboration with the Support Manager, including conducting weekly 1:1s, biannual reviews, and regular coaching

• Demonstrate and model best practices to engage with all customer types, including families with the Cubby Bed and Durable Medical Equipment Suppliers (DME), and handle escalated customer issues

• Maintain an in-depth understanding of the Cubby customer and company objectives

• Collaborate with the Support Manager to create and maintain team resources, lead trainings, and routinely audit existing resources to confirm accuracy, while adhering to compliance and regulatory requirements

• Continuously seek enhancements in processes, training, and tools to elevate customer satisfaction and plan/implement changes alongside the Support Manager

• Demonstrates subject matter expertise in our tools and setup

• Ensure data integrity, timely responses, and consistent ticket quality by conducting weekly QA and providing regular coaching and feedback to direct reports in 1:1s

• Consistently meet daily performance KPIs designed to track and measure the efficiency and effectiveness of your role (a balance of Associate work versus Team Lead work as the business requires)

• Coordinate cross-departmentally with other teams (RA/QA, Business Development, Inside Sales, Marketing) on high-priority issues and create/drive solutions

• Actively participate in the team’s hiring and onboarding processes

• Engage in strategic projects with cross-functional teams as needed

Here’s what we’re looking for

Qualifications:

• Passionate about Cubby’s mission and embodies our values of People First, Always, Operating with Excellence, and Pioneering with Purpose.

• At least 2-3 years of experience in customer-facing roles as a customer support agent, customer service representative, or similar role including familiarity with handling escalated or complex issues via phone and email.

• Minimum of 1-year experience in a Team Lead role managing direct reports. Experience managing a blended or remote team is a plus!

• Prior experience handling high ticket volumes and prioritizing tasks according to urgency

• Advanced proficiency using GSuite, Slack, and CRMs such as Salesforce, Front, or equivalent

• Bachelor’s degree is preferred but not required

• Startup experience is preferred but not required. Those with an entrepreneurial spirit, please apply!

Core Competencies

• Possess strong verbal and written communication skills. Demonstrate exceptional interpersonal and customer service skills with the ability to establish and maintain effective working relationships

• Display strong organization, time management, and prioritization skills. Demonstrate strong attention to detail and follow-through

• Demonstrate an aptitude for coaching and motivating others

• Operate with a growth mindset and demonstrate a willingness to learn and adapt to changes continuously

• Handle confidential information with care and in compliance with relevant regulations

• Demonstrate well-developed problem-solving skills, active listening, patience, and empathy. A critical thinker with the ability to evaluate the ramifications of decisions and impact on other areas of the business

• Proactive, self-motivated, and curious by nature

• Tech savvy and able to quickly adapt to new software and workflows

Don’t feel like you have all of the qualifications?

The description above indicates our current vision for the role. You could be a viable candidate even if you don't fit everything we've described above and may also have important skills we haven't thought of. If that's you – even if you’re unsure – we encourage you to apply and help us get to know you!

Benefits & Perks✨

• Compensation: $65-80k hiring range – Cubby offers an exciting OTE (On-Target Earnings) program to motivate and celebrate collective success in achieving company goals. The total cash compensation range listed above is inclusive of base pay & target variable pay. The target variable pay for this role is 15% of the base salary.

• Stock Options – Equity Ownership

• Health, Dental, and Vision Insurance (100% paid premiums for employees)

• Unlimited PTO & Sick/Wellness Hours

• 12 paid holidays + a paid volunteer day

• 401k

• Hybrid Work Model: Monday-Wednesday in the office, optional work from home Thursday-Friday

• Mac, standing desk, and high-end accessories at the office + a work-from-home stipend to purchase equipment needed for home offices

• Paid parking

• Fully stocked kitchen and biweekly team lunches in our beautiful Denver HQ

• Growth opportunities at a start-up with a life-changing mission

If you have the desire to excel in a high-growth org that also changes lives, we want to meet you! Interested? Apply now! 👩🏻‍💻

Cubby Beds is committed to creating a diverse environment and is proud to be an equal-opportunity-employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Cubby Beds is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

This position will remain open until filled.