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, 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 and progress among team members
• Mentor and coach Customer Support Specialists, providing guidance on technical skills and case management best practices

Required qualifications

• 4+ years of customer support experience with advanced product knowledge and troubleshooting expertise
• Demonstrated ability to lead and mentor peers, with experience in training or guiding team members
• Strong customer service and conflict resolution skills, with a consistent record of meeting performance expectations
• Ability to analyze support trends and identify opportunities for process improvement
• Proficiency in Microsoft Office, Teams, and support management systems