Customer Support Lead

Job Summary

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

Key responsibilities

• Troubleshoot complex support issues and monitor support queue health to meet service level agreements
• Lead daily Support Scrum meetings and coordinate workload distribution among team members
• 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 in a customer support environment
• 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