Customer Support Team Lead

Job Summary

Owning the systems and workflows for a fast and effective customer support experience, the full-time remote Customer Support & Operations Team Lead will manage tickets, escalations, and operational processes while guiding a small team and enhancing AI support workflows.

Key responsibilities

• Handle customer tickets, escalations, and product education while setting quality standards for the support team
• Scale support through AI and self-service solutions by identifying repetitive issues and improving help-center content
• Build and manage support operations, including queue management, escalation paths, and internal documentation

Required qualifications

• 4+ years in customer support or support operations, preferably in a SaaS environment
• Prior experience in people management, including setting expectations and providing feedback
• Proficiency in utilizing AI tools and improving support systems
• Strong customer judgment and writing skills to communicate effectively with non-technical users
• Ability to thrive in a fast-paced, ambiguous environment with a player-coach mentality