Customer Support Team Lead - (Remote - US)

2–3 years of experience in customer support, with leadership experience strongly preferred Proven ability to manage a remote team and foster team engagement Strong analytical skills with the ability to interpret data and drive decisions Excellent communication, coaching, and interpersonal skills Experience in SaaS or tech industry preferred but not required Proficiency in Microsoft Office Suite (Outlook, Excel, SharePoint, Word) Comfortable in a fast-paced, performance-driven environment Bachelor's degree preferred but not required

Lead, mentor, and support a remote team of 10–15 customer support agents Analyze and interpret support metrics to meet and exceed team KPIs Deliver consistent coaching and feedback through regular 1:1s and development sessions Oversee onboarding and training of new team members to ensure long-term success Collaborate with departments such as Product, Professional Services, and Customer Success to improve workflows Identify and address trends or recurring issues based on customer feedback and data Manage and resolve customer escalations in a timely, professional manner Drive continuous improvement initiatives within support processes