MarketStar
201-500 employees
Marketing and Advertising
Sales
Business Services
About MarketStar
MarketStar is a global sales and marketing services company that specializes in helping technology and software companies accelerate revenue growth through outsourced sales solutions. Founded in 1988, MarketStar offers a range of services including direct sales, channel sales, and customer success management. The company partners with clients to design and execute scalable sales programs that drive customer acquisition and retention. MarketStar is known for its data-driven approach and deep industry expertise, serving leading brands worldwide.
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Description
- The Operations Team Lead of Support is responsible for leading, coaching, and developing a team that ensures seamless coordination and resolution of distributor, customer, and MLA program support activities.
- This role manages day-to-day operations, provides guidance on complex or escalated issues, and fosters a collaborative, customer-focused environment.
- The Team Lead will balance people leadership with hands-on involvement, especially in urgent, escalated, or technically complex situations, ensuring operational reliability, customer satisfaction, and continuous process improvement across all support functions.
- Alongside management duties, the Team Lead is expected to perform the essential functions of the roles they supervise; this includes a daily workload, overflow and escalated or complex work.
- The Team Lead is a key position as the subject matter expert and stakeholder point of contact.
- Location: Ogden, UT - Hybrid What Will You Do?
- Lead, coach, and develop a team of Account Management and MLA Support Specialists, providing ongoing feedback and support Oversee the resolution of distributor, account manager, customer, and MLA program order and service issues, ensuring timely and accurate outcomes Develop and augment SOPs, training plans and team resources to drive success Identify and make recommendations for process development, improvement, and application in partnership with the Operation Manager Complete a daily workload of tasks completed by your direct reports Manage escalations and complex cases, acting as the primary point of contact for urgent or sensitive matters Support onboarding, training, and development of team members to ensure high performance and continuous improvement Facilitate cross-functional collaboration with Sales, Customer Service, Technical Help Desk, and other stakeholders Monitor team performance against KPIs, drive accountability, and implement process improvements Oversee customer data management, account setup, and onboarding processes in Salesforce and MLA systems Ensure accurate and timely handling of billing, AR, returns, and tax exemption correspondence Deliver or coordinate training sessions for customers and team members on systems, processes, and MLA portal usage Maintain clear communication logs, escalate unresolved issues appropriately, and ensure customer satisfaction Foster a culture of innovation, integrity, and professionalism within the team Prepare reporting and present to internal and external stakeholders also manage daily stakeholder communications What Will You Need to Succeed?
- Proven leadership experience in account management, customer support, or a related field Strong organizational and administrative skills, with attention to detail and the ability to manage multiple priorities Excellent communication, coaching, and interpersonal skills for managing teams and stakeholder relationships Advanced problem-solving and analytical abilities for handling escalations, urgent orders, and process improvements Excellent time management skills, with proven ability to meet deadlines and maintain urgency Previous experience in Account Management in the Lubricants and Oils industry Ability to function well in a high-paced and, at times, stressful environment Proficiency in Salesforce, Excel, Outlook, and other sales or support tools Experience delivering training and fostering team development Ability to work independently and collaboratively, adapting to changing processes and customer needs Ability to read and apply reporting to daily decisions including creating reporting as needed Commitment to continuous improvement, learning, and maintaining urgency in a dynamic environment High level of integrity, professionalism, and confidentiality
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Requirements
- Proven leadership experience in account management, customer support, or a related field
- Strong organizational and administrative skills, with attention to detail
- Excellent communication, coaching, and interpersonal skills
- Advanced problem-solving and analytical abilities
- Excellent time management skills and ability to meet deadlines
- Previous experience in Account Management in the Lubricants and Oils industry
- Ability to function well in a high-paced and stressful environment
- Proficiency in Salesforce, Excel, Outlook, and other sales/support tools
- Experience delivering training and fostering team development
- Ability to work independently and collaboratively
- Ability to read and apply reporting for daily decisions
- Commitment to continuous improvement and learning
- High level of integrity, professionalism, and confidentiality
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Benefits
- Structured learning and career development programs
- Mental health program
- Generous Paid Time Off policy
- Paid medical leave
- Child/Dependent care reimbursement
- Education reimbursement
- 401k match
- Hardship loan program
- Access to financial wellness advisor
- Comprehensive healthcare coverage including medical, dental, and vision