Client Support Team Lead

Job Summary

Leading a remote team of 8-12 Client Support Coordinators, the full-time Client Support Team Lead will drive individual and team performance, manage daily operations, and foster a client-focused culture while delivering exceptional service across phone, chat, and email.

Key responsibilities

• Lead and develop a high-performing Client Support team by establishing expectations and providing coaching and feedback
• Drive individual and team performance by monitoring productivity, quality, and client satisfaction, implementing targeted coaching plans
• Manage daily Client Support operations and escalations, ensuring appropriate team coverage and timely resolution of client concerns

Required qualifications

• 4+ years of customer or client support experience, with at least 2-3 years leading client-facing teams
• Demonstrated experience in coaching and managing individual contributors, including performance feedback and team engagement
• Strong understanding of customer support performance metrics and the ability to analyze trends for operational improvements
• Experience managing daily team operations, including workflow coordination and performance reporting in a fast-paced environment
• Comfort working with customer support platforms and AI-enabled technologies to enhance team effectiveness