Customer Support Lead
New
Based in the United StatesFull-TimeLead
Salary$72,500 – $78,000 USD with bonus potential
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Data AnalysisCoachingProcess improvementCustomer supportSaaS
Requirements
- Experience leading, coaching, or mentoring a customer-facing or support team in a formal people management, team lead, or senior support role.
- Strong coaching mindset with a focus on adapting leadership style to individual needs and enabling long-term growth.
- Excellent communication skills with the ability to balance empathy and accountability during difficult conversations.
- Strong analytical mindset with the ability to use performance data, customer feedback, and operational metrics to drive improvements.
- Systems thinking approach to diagnose root causes and design scalable, repeatable processes.
- Proven ability to translate strategic goals into structured execution plans and follow through on delivery.
- Ability to remain calm and effective under pressure when managing escalations or shifting priorities.
- Strong customer intuition to identify interaction patterns and elevate insights for product and operations teams.
- Comfort operating in fast-paced environments with ambiguity while maintaining structure and consistency.
Responsibilities
- Lead ongoing 1:1 coaching sessions with Tier 2 support specialists, focusing on growth, skill development, and long-term career progression.
- Own performance management processes including reviews, feedback cycles, and performance improvement plans.
- Build and maintain structured onboarding and training programs to enable rapid ramp-up and handle complex support scenarios.
- Identify knowledge gaps and performance trends through QA reviews, customer feedback, and data analysis to implement improvements.
- Monitor key support metrics such as CSAT, response time, and QA scores, taking corrective action when performance deviates.
- Manage workforce planning activities including scheduling, coverage, and PTO coordination.
- Serve as a bridge between frontline support and leadership by surfacing customer trends and operational insights.
- Handle complex escalations beyond Tier 2/Tier 3 scope with sound judgment and customer empathy.
- Translate strategic objectives from leadership into clear, executable plans with measurable outcomes.
- Support adoption of new tools, including AI-enabled systems and evolving workflows.
View Full Description & ApplyYou'll be redirected to the employer's site
