Customer Support Lead

Job Summary

To support a growing Customer Support Team, the full-time remote Customer Support Lead will provide advanced technical support, coordinate daily operations, and mentor team members while serving as the primary escalation point for complex customer issues.

Key responsibilities

• Troubleshoot complex support issues and monitor support queue health to ensure service level agreements are met
• Lead daily Support Scrum meetings and facilitate communication of priorities, blockers, and progress among team members
• Mentor and coach Customer Support Specialists, conduct quality assurance reviews, and identify opportunities for process improvement

Required qualifications

• Minimum of 4 years of customer support experience with advanced product knowledge and troubleshooting expertise
• Demonstrated ability to lead and mentor peers, with a consistent record of meeting performance expectations
• Experience in analyzing support trends and identifying improvement opportunities
• Proficiency in Microsoft Office, Teams, and support management systems
• Ability to manage competing priorities and make sound operational decisions