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 RoleThis 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 ResponsibilitiesBuild and manage scalable member support processes across email, chat, help desk, and future channelsLead a growing team of support reps, ensuring consistent tone, quality, and response timesAct as a primary point of contact for high-value members, resolving complex issues and driving satisfactionDevelop self-service knowledge bases and onboarding materials to reduce friction and improve experienceTrack support KPIs, identify trends, and lead initiatives to improve efficiency and impactPartner with membership, marketing, and technical teams to ensure aligned communications and timely resolutionsWhat We’re Looking For4+ years of experience in customer support, with at least 1–2 years in a leadership or team lead roleStrong written and verbal communication skills — clear, confident, and always member-firstExperience with support tools like Zendesk, Intercom, or HubSpot Service HubAnalytical mindset — comfortable with metrics, dashboards, and reportingPassion for emerging technologies and/or B2B communities is a strong plusBonus: Experience supporting technology alliances, membership orgs, or open ecosystemsWhy This Role MattersYou’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.
Job Title
Customer Support Team Lead