About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - just to name a few!

At the heart of ROLLER is our team - which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us and we are well on our way toward becoming a global success story. But most of all, we love what we do and we are looking for like-minded people to join us on this amazing journey!

About the Role

We are seeking a passionate Enterprise Support Team Leader in the US to join our growing global Customer Support Team. Bringing previous experience working with Point of Sale (POS) systems or within a SaaS company, you will be responsible for leading a high-performing support team that delivers exceptional service to ROLLER’s most critical customers. You’ll act as both a coach and a contributor—ensuring the team operates with excellence while resolving complex, high-priority issues that impact our strategic clients and business continuity. Your leadership will be crucial in driving customer satisfaction, minimizing escalations, and ensuring the team consistently meets their targets.

This role requires excellent communication, technical and collaboration skills to ensure the team's success and our customers’ success.

What You’ll Do

Team Leadership & Performance Management

• Lead a team of Enterprise Support Specialists, setting clear goals and performance expectations.
  
  
• Mentor and coach team members to improve technical capabilities, customer interactions, and process adherence.
  
  

Customer Advocacy & Support Operations

• Become a Trusted Advisor for Enterprise Support Clients and act as the main point of escalation for major or sensitive issues.
  
  
• Ensure prompt, effective resolution of high-priority tickets while maintaining excellent communication with stakeholders.
  
  
• Proactively monitor key account health and partner with Customer Success Managers (CSMs) and Product/Engineering on known issues.
  
  
• Monthly meetings with Enterprise Support Accounts to ensure their success and meet KPIs and SLA requirements.
  
  
• Stay informed on new feature releases and how they might impact clients’ processes.

Process Improvement & Quality Assurance

• Identify recurring problems and contribute to root-cause analysis and process enhancements.
  
  
• Collaborate with our Technical Writing team to create internal playbooks for Enterprise Support accounts and Resolution Guides to help us scale our support into the future.
  
  
• Maintain and improve SOPs, workflows, and knowledge base documentation related to Enterprise support functions.
  
  

Cross-Functional Collaboration

• Work closely with Engineering, Product, and Customer Success to advocate for customers and resolve complex technical issues.
  
  
• Collaborate with the Support Ops team to analyze data and implement improvements to ticket routing, SLAs, and reporting.

About You

You’ve been there, done that, and have a bias for action and results. You know that building extraordinary foundations and positive relationships is the key to driving engagement and ensuring the strategic pieces of work land with positive impact.

• You must have experience working in a similar role within a SaaS or POS Payments business.
• Experience as a team leader and working closely with Level 1 and Level 2 Support Staff.
• The role is hybrid and requires you to be located in Austin, Texas.
• Formal IT qualifications, bonus if you have a bachelor’s degree in a related field.
• 2+ years proven experience working with Enterprise customers in a software or technology environment.
• Demonstrated leadership capabilities and the ability to motivate and inspire a diverse team.
• Experience working with Slack, JIRA, Google Sheets, and Salesforce.
• Strong written & verbal communication skills.
• You will be very tech-savvy and able to pick up new tools very quickly.
• Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment.
• You have demonstrated experience with troubleshooting methodologies and implementing them in your workflow.
• Great customer service skills; demonstrated experience is a must!
• A high level of organizational skills and time management skills.
• Strong attention to detail.

Perks!

• You get to work on a category-leading product that customers love in a fun, high-growth industry — check our Capterra and G2 reviews.
• 4 Weeks of Annual Leave and 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate).
• Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
• Team Member Assistance Program to proactively support our team's health and wellbeing — access to coaching, education modules, weekly webinars, and more.
• 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

What You Can Expect

1. Initial call with our Talent Acquisition Manager
   You’ll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with our Director of Support
   You will get to meet with our Director of Support to learn more about the role & ROLLER while also talking through your experience in more detail.
3. Technical Skills and Management Assignment
   You will demonstrate your skills to the support leadership team.
4. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a ‘vibe check’ on us to make sure our culture & vibe meet what you are looking for!
5. Offer
   If all lights are green and the fit feels right, we’ll conduct reference checks and you'll receive an offer to join!