Customer Support Team Lead

About VR Systems

VR Systems is an employee-owned technology company based in Tallahassee, Florida, providing trusted election management software and hardware to jurisdictions across the United States. For over 30 years, we’ve partnered with election officials to deliver secure, reliable, and user-friendly solutions that support every stage of the election process — from voter registration to poll operations. We strive to provide the best products, services and support to enable election officials to secure the public's trust in democracy. As a 100% employee-owned company, we believe in shared success, continuous improvement, and empowering our team members to make a real difference.

About the Role

We’re seeking an experienced and people-focused Technical Customer Support Team Lead to guide our Support Representatives and deliver exceptional service for our customers. This is a hands-on leadership position combining team management, operational coordination, and direct collaboration with product and training teams. You’ll lead a talented team of up to 10 professionals, driving performance, fostering engagement, and ensuring our customers receive timely, knowledgeable, and empathetic support — especially during critical election cycles.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and inspire a team of Technical Support Representatives.
• Provide daily guidance, feedback, and ongoing performance coaching.
• Foster a culture of accountability, learning, and excellence.
• Collaborate with the Training Manager to design and deliver team upskilling programs.

Operational Oversight

• Manage daily support operations through Zendesk.
• Track service metrics and identify opportunities to improve efficiency and customer satisfaction.
• Oversee scheduling, shift coverage, and on-call rotations for election periods.
• Maintain readiness for high-volume election events and ensure service continuity.

Recruitment & Workforce Management

• Assist with hiring, onboarding, and mentoring new support staff.
• Contribute to workforce planning, including seasonal and surge support needs.
• Monitor team capacity and report key operational metrics to leadership.

Cross-Functional Collaboration

• Serve as the bridge between Customer Support, Product, and Training teams.
• Represent the voice of the customer in product development and release planning.
• Coordinate with Product Owners to manage escalations and feature rollouts.
• Champion consistent processes and best practices across all support functions.

Additional Duties

• Provide direct customer support.
• Lead or participate in projects focused on process improvement, automation, and customer success.

What You’ll Bring

• Bachelor’s degree or equivalent experience.
• 3+ years of experience leading or supervising a customer support or technical support team.
• Strong leadership presence — able to motivate, coach, and develop others.
• Exceptional communication, conflict resolution, and decision-making skills.
• Customer-first mindset with strong troubleshooting and problem-solving abilities.
• Experience using Zendesk or similar customer service platforms.
• Proficiency in Microsoft Office Suite; familiarity with CRM and reporting tools preferred.
• Flexibility to work occasional evenings, weekends, or on-call shifts during election cycles.
• Valid driver’s license and ability to travel occasionally for training or onsite support.

Benefits & Perks

• Employee-Owned Company (ESOP): every team member is an owner.
• Comprehensive Health Coverage: 100% employer-paid health and dental for employees; 50% for dependents.
• Retirement Savings: 401(k) with company match.
• Insurance Coverage: company-paid life and long-term disability insurance.
• Paid Time Off: generous vacation, sick leave, and holidays.
• Growth & Impact: work on technology that directly supports democracy.
• Collaborative Culture: inclusive, mission-driven environment where your ideas matter.

Physical Requirements

• Ability to sit or stand at a workstation for extended periods.
• Ability to lift and move equipment up to 20 pounds.
• Comfort using computers, phones, and office technology for daily tasks.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.