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, coordinate workload distribution, and monitor team capacity to ensure effective support operations
• Mentor and coach Customer Support Specialists, conduct quality assurance reviews, and assist with onboarding and training of new staff

Required qualifications

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