Customer Support Team Lead

Job Description

Job Description

About Cove

Cove is a leading provider of software solutions to owners and operators across all asset classes of commercial real estate. We are redefining proptech by consolidating previously disconnected functionality and replacing legacy systems in buildings across the country, including Willis Tower, the largest multi-tenant building in North America. Our team works closely with property managers, landlords, engineers, and tenants to simplify their real estate experience and add value to their assets.

Backed by strategic investors including Blackstone, Cove is a fast-growing startup entering a new phase of growth, and we're looking for the brightest professionals across SaaS, commercial real estate, and client engagement to join us.

About You

You've worked in Customer Support at a B2B SaaS company, handling inbound customer requests directly and owning the client experience end to end. You may have previously served as a Customer Support Associate or Specialist, and you're ready for your next step: taking ownership of a team's output, not just your own queue. You're comfortable managing people remotely, including team members based offshore, and you know how to keep a distributed team aligned, accountable, and moving fast.

Things About You

• You are a natural problem solver, taking on challenges directly and making sure clients end up happy

• You are organized and data-driven, always aware of what's next on your list and your team's priorities for the day

• You lead by example. You're still in the tickets, not just reviewing them

• You are comfortable in a fluctuating environment and embrace change on a daily basis

• You enjoy learning new things and digging into the details on technology and software applications

• You know that customer support is a core part of business strategy and are ready to collaborate across teams to help us hit our goals

• You have experience or strong interest in managing an offshore or distributed team, and understand the extra care needed to keep communication, coverage, and quality consistent across time zones

About the Role

As Cove's Customer Support Team Lead, you'll split your time between handling support requests yourself and managing the people who handle the rest. You'll be a lead for support tickets that come in through email and other channels, making sure they're resolved in a timely manner, and you'll own any high-priority, customer-impacting issues until they're resolved within our SLA requirements.

You'll also manage our offshore support team members day to day: setting priorities, monitoring quality and ticket coverage, coaching on tone and technical accuracy, and making sure the team is hitting SLA and CSAT targets. Ultimately, you are responsible for the success of the support team as a whole. This means Cove delivers a world-class support experience for every customer, reflected in a high external-facing Customer Satisfaction score.

Key Responsibilities

• Handle a share of day-to-day support tickets directly, including resolving requests and triaging high-priority issues in a timely manner

• Manage offshore support team members' day-to-day work: assigning priorities, monitoring ticket queues, and ensuring coverage across shifts

• Own the team's overall performance against SLA and CSAT targets, and put a plan in place when either slips

• Coach and develop offshore team members on ticket quality, tone, and technical troubleshooting

• Monitor all open tickets across the team and step in or reassign when needed

• Ensure responsive support to clients during normal business hours and after hours when scheduled

• Communicate and work cross-functionally with other departments until support issues reach resolution

• Proactively find ways to improve user experience, user adoption, and overall customer satisfaction

• Report on team capacity, ticket volume, and performance trends to Customer Success leadership

Qualifications

• 1–3 years of experience in a SaaS customer support role, ideally including some team lead or mentorship experience

• Experience with complex SaaS products used by multiple personas

• Experience managing or coordinating with an offshore or remote team is a plus

• Excellent verbal and written communication skills

• Excellent customer service skills and a genuine service mindset

• Strong problem-solving aptitude and comfort making judgment calls under pressure

• Must be service-oriented and enjoy working with both individuals and teams

• Past experience with Zendesk is a plus

• Past experience with JIRA is a plus

  Compensation: $70,000–$80,000 base