Scentiment LLC

Compensation

Full Description

Technical Support Team Lead – Scentiment Location: On-Site (Houston or Doral Office) Employment Type: Full-Time Interview Location: 1606 Greens Rd, Suite 120, Houston, TX 77032 Interview Schedule: Monday–Friday, 9:00 AM–5:00 PM We are currently hiring and welcome walk-in applicants. Please bring a copy of your résumé when you come in. Upon arrival, please ask for Melisa C. We look forward to meeting you! Scentiment, one of the fastest-growing luxury home fragrance brands, is seeking a Technical Support Team Lead to oversee our technical support function and ensure customers receive a premium, white-glove experience. This role is ideal for a tech-savvy leader who excels at troubleshooting, coaching teams, and delivering exceptional customer service. About the Role The Technical Support Team Lead manages the daily operations of the Technical Support Team and ensures customer inquiries related to Scentiment diffusers and app-connected devices are handled accurately, quickly, and professionally. You will lead and mentor agents, manage escalations, strengthen operational processes, and partner closely with engineering and product teams to improve overall customer experience. Key ResponsibilitiesTeam Leadership & Oversight • Lead, mentor, and coach Technical Support Agents. • Monitor daily performance metrics, including response times, resolution times, and CSAT. • Conduct 1:1s, performance evaluations, and QA audits. • Manage team schedules and ensure full coverage across email, phone, and SMS. Technical Support & Escalation Management • Serve as the primary escalation point for complex or advanced technical issues. • Troubleshoot connectivity, pairing, Wi-Fi/Bluetooth, firmware, misting, and hardware issues. • Partner with Product Development and Engineering to identify patterns and resolve recurring issues. • Maintain accurate SOPs, troubleshooting documentation, and knowledge base resources. Training & Process Improvement • Oversee onboarding for new hires and conduct ongoing technical training. • Maintain and develop SOPs, playbooks, workflows, and best practices. • Identify process gaps and propose improvements to the Customer Service Director. • Lead internal training sessions for new product launches or app updates. Reporting & Cross-Functional Collaboration • Track and analyze technical support KPIs and team performance. • Prepare weekly reports with insights and trends for leadership. • Communicate customer feedback and technical patterns to cross-functional teams. Long-Term Growth • Opportunity to advance into a Technical Support Manager role as the company expands. Qualifications • 2+ years of technical support or troubleshooting experience. • 1+ year of supervisory or team lead experience preferred. • Knowledge of hardware diagnostics, Bluetooth/Wi-Fi connectivity, and firmware troubleshooting. • Experience with ticketing systems such as Gorgias, Zendesk, or Freshdesk. • Experience with VoIP platforms such as RingCentral or Aircall. • Strong communication, leadership, and analytical skills. • Highly organized, detail-oriented, and comfortable in a fast-paced environment. • Bilingual English/Spanish preferred. Performance Metrics • SLA adherence (response and resolution times) • CSAT for technical cases • Quality assurance audit scores • Escalation accuracy and success rate • Team attendance and coverage compliance Compensation & Benefits Scentiment offers a competitive compensation and benefits package, including: Core Benefits • Health, Dental, and Vision Insurance • 401 K • Paid Time Off and Company Holidays • Employee Discount on Scentiment Products • Professional development and training opportunities Additional Benefits • Company-sponsored team events and outings • Employee recognition programs and performance incentives Why Work at Scentiment Scentiment is reshaping the home fragrance industry through technology, innovation, and exceptional experience. We value creativity, efficiency, ownership, and continuous improvement. If you thrive in a high-growth environment and enjoy leading technical teams, this role offers significant opportunity for impact and advancement. How to Apply Submit your resume directly through Indeed. Qualified candidates will be contacted for next steps. Job Type: Full-time Pay: $40,000.00 - $55,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Experience: • Technical support: 2 years (Required) • Zendesk: 1 year (Required) • Management: 1 year (Required) Ability to Commute: • Houston, TX 77032 (Required) Work Location: In person