Customer Support Team Lead
New
P
PairedReal Estate Services
ColombiaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Excellent written and spoken English.
- Experience
- 3+ years
- Required Skills
- TrainingProcess improvementCRMCustomer support
Requirements
- 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
- Excellent written and spoken English.
- Experience guiding teammates, training others, or improving support processes.
- Strong judgment when handling frustrated customers and escalations.
- An organized, detail-oriented approach to managing multiple requests.
- Comfort using ticketing platforms, CRMs, and reporting tools (Freshdesk, GoHighLevel).
- A problem-solving mindset and the ability to work across teams.
- Experience in real estate is a plus.
Responsibilities
- Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
- Handle complex or sensitive customer issues and follow them through to resolution.
- Review support conversations and coach the team on accuracy, empathy, and professionalism.
- Track response times, resolution rates, customer satisfaction, and support quality.
- Create clear processes, training materials, and knowledge base resources.
- Help onboard and train new support team members.
- Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
- Identify opportunities to use automation and technology to make support more efficient.
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