Customer Support Lead

Job Summary

Leading a remote team, the full-time Customer Support Lead will troubleshoot complex support issues, serve as the primary escalation point for advanced customer inquiries, and monitor support queue health to ensure service level agreements are met.

Key responsibilities

• Troubleshoot complex support issues and serve as the primary escalation point for advanced customer support inquiries
• Lead daily Support Scrum meetings and coordinate workload distribution across the team to prioritize support activities
• Provide day-to-day leadership and mentorship to Customer Support Specialists, including onboarding and training new staff

Required qualifications

• Advanced knowledge of company products and support processes
• Demonstrated ability to lead and mentor peers effectively
• Strong customer service and conflict resolution skills
• Proficiency in Microsoft Office, Teams, and support management systems
• Ability to analyze support trends and identify opportunities for improvement