Customer Support Team Lead
P
Platphorm, LLCOnline marketplaces
Source API remote eligibility restrictions: United StatesFull-TimeLead
Salary85,000 - 110,000 USD per year
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Job Details
- Experience
- 5+ years of experience in a customer support role focused on online support for a technical product; 1+ years leading others
- Required Skills
- People ManagementWritten communicationCustomer support
Requirements
- Have 5+ years of experience in a customer support role focused on online support for a technical product.
- Have 1+ years of experience leading others, formally or informally, through training, ticket quality review, mentoring, or supervising.
- Have experience as a people manager.
- Have experience maintaining a help center or knowledge base.
- Be comfortable tracking support metrics and turning them into clear, actionable reports.
- Have strong written communication skills, including writing for frustrated or upset customers.
- Understand online communities and have experience as an online community member.
- Be comfortable with adult content and working with customer bases from communities such as personal advice, dating, and adult websites.
- Be available for occasional weekend on-call coverage.
- Be able to travel twice a year for company all-hands.
Responsibilities
- Handle frontline support, including the most complex, sensitive, and escalated tickets.
- Monitor daily queue health, including response times, backlog, and weekend coverage.
- Serve as the first escalation point and own technical escalations to Engineering from report through resolution.
- Keep affected customers updated on technical escalations.
- Maintain the Help Center, keeping articles accurate and filling gaps based on recurring tickets.
- Maintain internal support documentation, saved replies, and macros.
- Track and report weekly and monthly support metrics, flagging trends and recommending fixes.
- Review ticket quality and coach the team with regular, specific feedback.
- Manage Customer Support Representatives through regular 1:1s, performance reviews, schedules, and hiring.
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