Customer Support Lead

Role overview

This opportunity is being shared for a partner organization that handles its own hiring process and candidate communication. The employer is seeking a Customer Support Lead in the United States for a fully remote full-time role.

This is a people-focused leadership position centered on building a strong Tier 2 support function and raising the maturity of customer experience. The role owns the development of support specialists from onboarding through advancement, with an emphasis on coaching, career growth, and clear progression paths. In addition to mentoring individuals, the leader will create repeatable training frameworks, reinforce team culture, and help maintain consistent service quality across complex customer issues. The position also works closely with support operations and leadership to turn frontline feedback into practical improvements. It combines hands-on coaching, performance oversight, and operational coordination in a fast-moving, customer-first environment.

Key responsibilities

• Run regular one-on-one coaching conversations with Tier 2 support specialists, focusing on skill building, development, and long-term progression rather than simple status updates.
• Own performance management activities, including review cycles, feedback discussions, and improvement plans, while keeping the process fair, clear, and consistent.
• Design and maintain onboarding and training structures that help new hires ramp efficiently and enable existing team members to handle more complex cases.
• Use quality reviews, customer feedback, and data analysis to uncover knowledge gaps and performance patterns, then implement training or process changes where needed.
• Track core support metrics such as CSAT, response time, and QA results, and take corrective action when outcomes fall below target.
• Handle workforce planning tasks such as scheduling, coverage management, and PTO coordination to keep service levels stable.
• Act as a connection point between frontline support and leadership by sharing customer trends, escalations, and operational insights that influence product and process decisions.
• Resolve complex escalations beyond Tier 2/Tier 3 scope using sound judgment and strong customer empathy.
• Convert leadership priorities into clear execution plans with measurable goals for the team.
• Help the team adopt new tools, including AI-enabled systems and evolving workflows, so change is absorbed effectively.

Requirements

• Background leading, coaching, or mentoring a customer-facing or support team, preferably in a team lead, senior support, or people management role.
• Strong coaching approach with a genuine interest in helping people grow and adapting leadership style to different individuals.
• Excellent communication skills, including the ability to combine empathy with accountability and handle difficult conversations professionally.
• Analytical strength with the ability to use performance data, customer feedback, and operational metrics to spot issues and drive improvement.
• Systems-thinking mindset with the ability to identify root causes, build scalable solutions, and improve repeatable processes.
• Proven ability to turn strategic objectives into structured execution plans and deliver against them.
• Composure under pressure when dealing with escalations, changing priorities, or difficult customer situations.
• Strong customer intuition and the ability to recognize patterns across interactions and share insights that improve product and support operations.
• Comfort working in a fast-paced, ambiguous environment while maintaining order and consistency for the team.

Benefits

• Base pay between USD 72,500 and USD 78,000, plus bonus opportunity.
• Medical, dental, and vision coverage, along with employer-paid life insurance and disability coverage.
• Equity participation through an employee stock option program.
• Unlimited paid time off and paid parental leave.
• 401(k) plan with employer matching.
• Wellness support, including a fitness benefit and ClassPass subsidy.
• Home office stipend to support a remote work setup.
• Career growth opportunities in a rapidly scaling SaaS business.

Application and hiring process

The application is reviewed through an AI-assisted matching process designed to assess candidates quickly and consistently against the role’s core requirements. The strongest matches are shortlisted and shared with the hiring company, which manages interviews, assessments, and final next steps internally.

Privacy and data use

By applying, you acknowledge that your personal data may be processed to evaluate candidacy and share relevant details with the hiring employer. This is done on the basis of legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

AI tools may also be used to support parts of the hiring workflow, such as resume review, application analysis, response assessment, and flagging potential inconsistencies or verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.