Customer Support Lead

Job Summary

Leading a remote, full-time Customer Support Lead position, the successful candidate 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 customer inquiries
• Coordinate workload distribution and lead daily Support Scrum meetings to ensure effective team communication and prioritization
• Mentor and coach Customer Support Specialists while identifying trends and opportunities for process improvement

Required qualifications

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