Customer Support Team Lead
$480,000–$624,000 year
Remote
Job Summary
Build the shift schedule and on-call rotation to ensure continuous coverage, including evenings and weekends with named backups. Run daily standups to review yesterday's SLA hits and misses, every escalation, and any items that slipped off-queue. Onboard and certify new reps through drill-based assessments before they access the live queue. Own the weekly quality audit, coach against results, and enforce non-negotiables like ticket creation and verified handoffs. Serve as the escalation point when reps are unsure and maintain the routing playbook and templates. Own the support dashboard to surface trends early and present findings to leadership during weekly operations reviews.
Required Qualifications
- Experience standing up or restructuring a support function, not just running one
- Hands-on with HubSpot Service Hub, Freshdesk, Zendesk, or Intercom, including reporting
- Background in staffing, recruiting, virtual assistants, or BPO
- Experience running shift-based or 24/7 teams
- 4+ years in customer support/service, including 1+ year leading or coaching a team
- Excellent written English and a high bar for how the team writes
- Real experience with SLAs, queues, and support metrics
- Fair, structured, consistent coach, you hold a standard without micromanaging
- Calm and decisive in escalations
- Comfortable owning a dashboard and presenting to leadership
- Reliable home internet, professional remote workspace, backup connectivity
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