Teesnap
Implementation/ Support Lead
Remote - Full Time
Location: Remote
Department: Customer Operations / Client Success
Reports To: VP of Customer Success
Industry: SaaS for Golf Courses & Country Clubs
Position Summary:
The Implementation/Support Lead plays a critical leadership role in delivering an exceptional
customer experience across the full lifecycle—from onboarding to long-term support—for golf
courses and country clubs using our platform. This individual will manage and mentor both the
Implementation and Support teams, ensuring new customers are set up for success and
existing clients receive timely, knowledgeable assistance. The ideal candidate is hands-on,
organized, and understands the unique needs of operators in the golf and hospitality space.
Key Responsibilities:
● Implementation Team Leadership
● Oversee end-to-end onboarding of new golf course and club customers, including
project planning, data migration, and system training.
● Coordinate with Sales and Product teams to ensure smooth handoffs and clear scope of
client expectations.
● Develop scalable onboarding playbooks and training documentation tailored to golf
operation workflows (tee sheet, POS, food & beverage, membership, etc.).
● Continuously optimize the onboarding experience to shorten time-to-value and reduce
churn risk.
● Mentor implementation specialists and ensure projects are delivered on time and within
scope.
Support Team Leadership
● Lead the daily operations of the Support team, ensuring timely resolution of customer
tickets and platform issues.
● Build and refine workflows, escalation paths, and knowledge base documentation to
improve response and resolution times.
● Monitor support trends and work with Product/Engineering to proactively address
recurring issues.
● Ensure 7-day/week coverage and high availability during peak seasonal periods (e.g.,
golf season).
● Foster a culture of ownership, empathy, and continuous improvement.
Cross-Functional Collaboration
● Serve as the voice of the customer across internal teams—Product, Engineering, Sales,
and Marketing.
● Use data to inform process improvements, training gaps, and customer satisfaction
drivers.
● Regularly report KPIs and insights (e.g., implementation timelines, first response time,
CSAT, ticket volume) to leadership.
● Contribute to strategic planning around platform enhancements and customer success
initiatives.
Qualifications:
● 3–5+ years of experience in SaaS implementation, onboarding, or support leadership,
preferably in vertical software.
● Understanding of golf course or country club operations is highly preferred.
● Proven ability to manage cross-functional teams and lead customer-facing projects.
● Experience with support tools and project management platforms (e.g., HubSpot,
ClickUp, Jira, and AirCall).
● Exceptional organizational, communication, and problem-solving skills.
● Passion for delivering a high-touch, white-glove experience to clients with varying levels
of technical expertise.
Bonus Qualifications:
● Background working directly with golf course technology (tee sheet, POS, membership
systems).
● Experience building and scaling teams in a high-growth environment.
● Ability to travel occasionally for on-site training or go-live support (if applicable).
What we offer:
● Competitive compensation package including a base salary and performance-based
commissions.
● Comprehensive health benefits, 401K, Unlimited PTO
● Dynamic, collaborative working environment in a fast-growing, exciting industry.
● Opportunities for professional growth and advancement within a rapidly expanding
company.
● Remote work opportunity.
Department: Customer Operations / Client Success
Reports To: VP of Customer Success
Industry: SaaS for Golf Courses & Country Clubs
Position Summary:
The Implementation/Support Lead plays a critical leadership role in delivering an exceptional
customer experience across the full lifecycle—from onboarding to long-term support—for golf
courses and country clubs using our platform. This individual will manage and mentor both the
Implementation and Support teams, ensuring new customers are set up for success and
existing clients receive timely, knowledgeable assistance. The ideal candidate is hands-on,
organized, and understands the unique needs of operators in the golf and hospitality space.
Key Responsibilities:
● Implementation Team Leadership
● Oversee end-to-end onboarding of new golf course and club customers, including
project planning, data migration, and system training.
● Coordinate with Sales and Product teams to ensure smooth handoffs and clear scope of
client expectations.
● Develop scalable onboarding playbooks and training documentation tailored to golf
operation workflows (tee sheet, POS, food & beverage, membership, etc.).
● Continuously optimize the onboarding experience to shorten time-to-value and reduce
churn risk.
● Mentor implementation specialists and ensure projects are delivered on time and within
scope.
Support Team Leadership
● Lead the daily operations of the Support team, ensuring timely resolution of customer
tickets and platform issues.
● Build and refine workflows, escalation paths, and knowledge base documentation to
improve response and resolution times.
● Monitor support trends and work with Product/Engineering to proactively address
recurring issues.
● Ensure 7-day/week coverage and high availability during peak seasonal periods (e.g.,
golf season).
● Foster a culture of ownership, empathy, and continuous improvement.
Cross-Functional Collaboration
● Serve as the voice of the customer across internal teams—Product, Engineering, Sales,
and Marketing.
● Use data to inform process improvements, training gaps, and customer satisfaction
drivers.
● Regularly report KPIs and insights (e.g., implementation timelines, first response time,
CSAT, ticket volume) to leadership.
● Contribute to strategic planning around platform enhancements and customer success
initiatives.
Qualifications:
● 3–5+ years of experience in SaaS implementation, onboarding, or support leadership,
preferably in vertical software.
● Understanding of golf course or country club operations is highly preferred.
● Proven ability to manage cross-functional teams and lead customer-facing projects.
● Experience with support tools and project management platforms (e.g., HubSpot,
ClickUp, Jira, and AirCall).
● Exceptional organizational, communication, and problem-solving skills.
● Passion for delivering a high-touch, white-glove experience to clients with varying levels
of technical expertise.
Bonus Qualifications:
● Background working directly with golf course technology (tee sheet, POS, membership
systems).
● Experience building and scaling teams in a high-growth environment.
● Ability to travel occasionally for on-site training or go-live support (if applicable).
What we offer:
● Competitive compensation package including a base salary and performance-based
commissions.
● Comprehensive health benefits, 401K, Unlimited PTO
● Dynamic, collaborative working environment in a fast-growing, exciting industry.
● Opportunities for professional growth and advancement within a rapidly expanding
company.
● Remote work opportunity.
