Customer Support Team Lead

Leading a dedicated team of specialists, the full-time Customer Support Team Lead will enhance the customer experience by driving support excellence, managing agent performance, and implementing process improvements in a remote setting. Key responsibilities Improve customer satisfaction by empowering agents to resolve issues quickly and effectively Monitor and analyze team performance metrics to ensure high-quality support delivery Provide ongoing feedback and support to team members through regular one-on-one meetings Required qualifications 1+ year in a senior customer support role and 4+ years total in a remote customer support position Experience with customer support tools and platforms, such as Zendesk or Intercom Prior experience in managing projects or process improvement initiatives Demonstrated ability to lead projects and enhance the customer experience Proven track record of adopting new technology and leveraging tools effectively