Customer Support Team Lead

Job Summary

A company is looking for a Customer Support Team Lead (Remote).

Key Responsibilities

• Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance and customer experience
• Own the day-to-day execution of customer support, ensuring timely and consistent service across all channels
• Serve as the primary escalation owner for complex customer issues, coaching the team to handle similar situations independently over time

Required Qualifications

• Proven experience managing and developing a customer support or service team
• Strong track record of leading a small team through clear expectations and consistent accountability
• Demonstrated ability to handle escalations and high-stakes customer situations with sound judgment
• Experience in operational rigor, including documentation, training, and repeatable processes
• Familiarity with modern support tooling and workflows to improve team performance