Customer Support Lead

Job Summary

To support a growing customer support team, the full-time Customer Support Lead will provide advanced technical support, coordinate daily operations, and mentor team members while working remotely.

Key responsibilities

• Troubleshoot complex support issues and serve as the primary escalation point for advanced customer support inquiries
• Monitor support queue health and coordinate workload distribution to ensure service level agreements are met
• Lead daily Support Scrum meetings and facilitate communication of priorities and progress among team members

Required qualifications

• Minimum of 4 years of customer support experience with advanced product knowledge
• Demonstrated ability to lead and mentor peers effectively
• Experience in analyzing support trends and identifying improvement opportunities
• Proficiency in Microsoft Office, Teams, and support management systems
• Consistent record of meeting or exceeding performance expectations