Job Title

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 upBecome part of the founding operations teamBuild relationships with leaders across industrial tech, digital twins, and location intelligenceGain high visibility, trust, and ownership in a role that touches nearly every part of the organizationLaunch or level-up your career by taking on real responsibility in a mission-driven, global initiativeThis is a high-impact role for someone who wants to do meaningful work—and help others do the same.Role OverviewWe 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 ResponsibilitiesManage day-to-day support operations: inquiry triage, onboarding, and platform troubleshootingLead and mentor support staff and freelancers as the team expandsMaintain support SLAs and quality standards across all member interactionsServe as point of escalation for complex or high-priority member issuesOwn and improve internal documentation, FAQs, and onboarding resourcesTrack and report KPIs (response time, resolution rate, satisfaction scores) to leadershipCoordinate closely with platform, directory, and community teams to ensure smooth user journeysQualifications4+ years in customer support or member services, with 1–2 years in a leadership roleStrong written and verbal communication skills with a clear and professional toneExperience with tools like HubSpot Service, Intercom, Zendesk, or similar platformsComfortable working in fast-paced, digital-first environmentsExperience supporting professional or technical communities is a plusBonus: familiarity with RTLS, IoT, or B2B SaaS platforms