Overnight Customer Support Lead
Job Summary
Leading a remote team of agents, the full-time Overnight Customer Support Lead will coach and develop staff while ensuring exceptional service for customers during overnight hours, focusing on performance coaching and operational excellence.
Key responsibilities
- Drive customer satisfaction by improving the customer experience and addressing agent inquiries promptly
- Monitor team performance metrics and provide feedback to enhance support quality and efficiency
- Identify recurring issues and collaborate with cross-functional teams to develop effective resolution tools and processes
Required qualifications
- 3+ years in a leadership role managing customer support agents and 4+ years in a remote customer support role within fintech or tech startups
- Experience with customer support tools and platforms such as Zendesk or Intercom
- Proven ability to lead projects and improve processes to enhance customer experience
- Strong critical thinking skills and a proactive, data-driven approach to problem-solving
- A natural leader with a growth mindset, eager to learn and adopt new technologies
Complete Job Description
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