Overnight Customer Support Lead

Job Summary

Leading a team of customer support agents during overnight hours, the full-time Overnight Customer Support Team Lead will ensure exceptional service delivery, coach team members, and drive operational excellence in a remote environment.

Key responsibilities

• Improve the customer experience by driving industry-leading customer satisfaction and addressing agent inquiries promptly
• Monitor and track live shift metrics to enhance team performance and manage quality assurance for customer interactions
• Conduct ongoing 1:1s with team members to provide performance feedback and translate agent input into actionable improvements

Required qualifications

• 3+ years in a leadership or supervisory role managing customer support agents
• Experience with customer support tools and platforms, such as Zendesk or Intercom
• Recent customer support experience in a fast-paced environment
• Proven ability to lead projects and improve processes to enhance customer experience
• A proactive problem solver with a growth mindset and strong critical thinking skills