Job Description
The Company
2025 Deloitte Technology Fast 50 Canada Recipient & Fast 500 North America Recipient
SpryPoint is modernizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only truly cloud-native customer service and operations platform purpose-built for modern utilities.
Founded by industry veterans in 2011, we've grown from a profitable startup to a rapidly scaling company of 300+ employees serving 100+ utility clients across North America and the Caribbean. Our mission is simple: utility leaders should expect more from their technology providers.
Utilities face urgent demand to replace inefficient legacy systems while managing increasing operational complexity, and evolving customer expectations. With more than a decade of experience, and a track record of successful implementations spanning water, electric, and gas utilities, SpryPoint has built a reputation as a trusted and mission-critical partner to utilities across North America.
We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success.
Backed by strategic investment from Norwest Venture Partners since 2023, and an exciting new investment partnership from Insight Partners announced in 2026, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence.
Join our award-winning team in transforming an essential industry that powers communities across the Americas.
Position Overview
We are currently seeking a Client Success Team Lead to join our growing team and help us exceed customer expectations. Within this role you will manage a team of support analysts, ensuring the delivery of high-quality work while fostering a customer-first mindset. You will play a critical role in leading, guiding, and motivating the team to achieve their goals and deliver exceptional support to our clients.
This role requires up to 50% travel across North America.
Responsibilities:
- Team Leadership & Development: Define team and individual goals, create training and development plans, conduct regular one-on-ones and performance reviews, and support recruitment, onboarding, and ramping of new team members
- Performance Monitoring & Reporting: Track and analyze key performance metrics (i.e. response times, resolution rates, CSAT), prepare performance reports, identify trends and improvement opportunities, and implement strategies to enhance team effectiveness
- Escalation & Incident Management: Serve as the primary escalation point for complex client issues, provide expert-level troubleshooting, and partner cross-functionally to resolve high-impact incidents while ensuring timely, clear communication
- Quality Assurance & Standards: Oversee ticket quality and progress to ensure SLAs and expectations are met, conduct quality audits, and uphold departmental policies, technical excellence, and product knowledge standards
- Process Improvement & Operational Excellence: Continuously evaluate and optimize support processes, tools, and workflows, collaborate cross-functionally to improve the client experience, and enhance queue management, prioritization, and communication practices
Technical Skills:
- Ability to research and troubleshoot software and technical issues
- Experience working with Help Desk, Ticketing, or CRM Software
- Thorough understanding of modern web application support methodologies
- Understanding of modern development and deployment methodologies including experience with Amazon Web Services, Google Cloud Platform, and/or Microsoft Azure
- Mastery of office productivity suites such as Microsoft Office and Google Docs
Qualifications:
- 3 - 5 years of experience leading customer support teams
- Experience with CRM software (FreshDesk, Jira, Zendesk)
- Previous experience in leading a team of 5+ people
- Strong experience in relationship building
- Previous experience with CIS, ERP, EAM software applications
- Utility experience is a plus
Our Hiring Process
We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here's a peek into our hiring process for this position, so you know exactly what to expect:
Stage 1: 45-minutes Recruiter Interview
We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have.
Stage 2: Take Home Assignment
The test has a 3-day deadline and focuses on assessing your skills in key areas related to the role. We're more interested in your problem-solving approach than perfection
Stage 3: 1-hour Final Interview
If the assignment goes well, you'll move on to the final interview. You'll get to meet our Client Success Team. This is a great opportunity to show off your skills. We value collaboration, so we'll discuss the assignment together. We're interested not just in your final solution, but also in your thought process and how you got there.
Stage 4: References/Offer
We'll check your references to confirm all the great things we've learned about you. If all goes well, we'll be thrilled to extend an offer and welcome you to the team
Expect More From Your Career at SpryPoint
Work your way
- Remote-first environment with flexible working hours across North America
Competitive Total Rewards
- Comprehensive compensation package that grows with you
Complete Setup
- MacBook + $500 to create your ideal home workspace
Total Wellness
- Health, dental, vision, and life insurance from day one
Recharge Time
- Generous PTO, Summer Friday half-days, and unlimited sick days
Future Security
- RRSP (Canada) and 401k (US) matching programs
Continuous Growth
- $2,500 annual development fund, tuition assistance, and Book Bounty program
Team Connection
- Annual company events and team offsites that bring us together
Professional Identity Verification
To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process. Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as a part of our SOC 2 compliance procedures.
Equal Opportunity & Inclusion
SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.
Accommodations
Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support.