Customer Support Lead

Job Summary

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

Key responsibilities

• Troubleshoot complex support issues and monitor support queue health to meet service level agreements
• Lead daily Support Scrum meetings, facilitate communication of priorities, and coordinate workload distribution across the team
• Mentor and coach Customer Support Specialists, conduct quality assurance reviews, and assist with onboarding and training of new staff

Required qualifications

• Minimum of 4+ years of customer support experience with advanced product knowledge
• Demonstrated ability to lead, mentor, and train peers effectively
• Strong customer service and conflict resolution skills
• Experience with support metrics, service levels, and operational reporting
• Proficiency in Microsoft Office, Teams, and support management systems