Customer Support Lead
S
SpectoraSaaS Property Inspection
Remote - United StatesFull-TimeLead
Salary$72,500 - $78,000 USD
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Job Details
- Required Skills
- Data AnalysisCoachingQuality AssuranceCustomer support
Requirements
- Proven experience leading or coaching a customer-facing team (e.g., manager, lead, or trainer).
- Ability to tailor coaching approaches to individual needs.
- Demonstrated skill in clear, direct communication balanced with empathy and accountability.
- Strong data-informed decision-making ability.
- Systems-thinking mindset with a focus on building sustainable, scalable solutions.
- Ability to translate strategic goals into executable plans with clear timelines.
- Calmness and judgment under pressure when handling escalations.
- Capability to identify patterns from customer feedback and translate them into actionable insights.
Responsibilities
- Lead regular 1:1s with Tier 2 team members for development and coaching.
- Manage individual growth trajectories from onboarding through Tier 3 promotion.
- Design and deliver ongoing product training and develop training resources.
- Monitor team performance against key metrics including CSAT, response times, and QA scores.
- Conduct quality reviews and provide targeted coaching to drive performance improvement.
- Analyze performance trends and customer feedback to diagnose root causes.
- Manage team scheduling, PTO approvals, and coverage planning.
- Resolve complex escalations and serve as a connector between frontline support and leadership.
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