Tier I Support Team Lead
New
O
Owner.comSaaS, SMB software
This role is 100% remote and may be based in LATAM - Colombia, Mexico or Costa Rica.Full-TimeLead
Salary30,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–6 years of experience in customer support, 1–2 years in a leadership, senior agent, SME, or acting lead role
- Required Skills
- SalesforceCoachingCustomer supportSaaS
Requirements
- 3–6 years of experience in customer support, ideally in a high-volume SaaS or marketplace environment.
- 1–2 years in a leadership, senior agent, SME, or acting lead role with direct coaching responsibility.
- Strong passion for coaching and developing others.
- Proven ability to manage day-to-day performance across SLA, productivity, attendance, and quality.
- Ability to diagnose performance issues and respond decisively.
- Highly organized, proactive, and comfortable making decisions without constant direction.
- Clear, direct, and empathetic communicator.
- Experience with support tooling (Salesforce, Talkdesk, Intercom, or similar).
Responsibilities
- Own coaching and development for a pod of Tier I agents through structured 1:1s, live call/chat coaching, and timely feedback.
- Build confidence and capability while holding a high bar for performance, ownership, and customer experience.
- Identify skill vs. will gaps and address them directly through coaching or performance management.
- Reinforce SOPs, workflows, and decision frameworks consistently.
- Partner with QA to calibrate expectations, address trends, and translate QA insights into clear coaching actions.
- Actively monitor SLA, productivity, schedule adherence, attendance, and CSAT.
- Surface gaps in training, documentation, tooling, or process.
View Full Description & ApplyYou'll be redirected to the employer's site
