Customer Support Team Lead

Skills

About the Role

You will lead a shift of customer support representatives, manage queue coverage and priorities, resolve escalated contacts, and handle inbound phone, chat, and email requests. You will coach representatives, monitor service metrics, conduct handoffs, maintain documentation, and coordinate with partner teams.

Requirements

• High school diploma or equivalent
• Three or more years of customer support, contact center, or operations experience
• One or more years of team leadership, shift leadership, supervision, or senior representative experience
• Ability to work a 24/7 rotating schedule, including nights, weekends, and holidays
• Experience with CRM and ticketing tools, real-time queue management, and Google Workspace
• English communication skills
• Coaching and feedback experience
• Prioritization and triage judgment
• Safety focus
• Technology aptitude
• Documentation skills

Responsibilities

• Lead customer support shifts and ensure queue coverage
• Adjust breaks, channel assignments, and coverage as volumes change
• Resolve complex, sensitive, and safety-critical escalations
• Handle inbound contacts through phone, chat, and email
• Coach representatives and provide regular feedback
• Conduct one-on-ones and support performance management
• Monitor support metrics and address performance issues
• Run shift handoffs and communicate emerging issues
• Coordinate escalations with partner teams
• Support onboarding and maintain knowledge base content

Benefits

• Annual bonus
• Equity compensation
• Benefits