This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Lead based in the United States.
This role is a people-first leadership opportunity focused on developing a high-performing Tier 2 support team and shaping the next level of customer experience maturity. You will own the growth, coaching, and progression of support specialists from onboarding through advancement, ensuring each team member has a clear development path and the support needed to succeed. Beyond individual coaching, you will strengthen team culture, build scalable training systems, and ensure consistent service quality across complex customer interactions. You will work closely with support operations and leadership to translate frontline insights into actionable improvements. The role blends hands-on coaching, performance management, and operational coordination, requiring someone who thrives in fast-paced, customer-centric environments. Your impact will be felt both in team performance metrics and in the overall quality of customer outcomes.
Accountabilities:
- Lead ongoing 1:1 coaching sessions with Tier 2 support specialists, focusing on growth, skill development, and long-term career progression rather than routine check-ins. You ensure each team member has a clear path toward advancement and continuous improvement.
- Own performance management processes including reviews, feedback cycles, and performance improvement plans, applying fairness, clarity, and consistency.
- Build and maintain structured onboarding and training programs that enable new hires to ramp quickly and existing team members to handle increasingly complex support scenarios.
- Identify knowledge gaps and performance trends through QA reviews, customer feedback, and data analysis, and proactively implement training or process improvements.
- Monitor key support metrics such as CSAT, response time, and QA scores, taking corrective action when performance deviates from targets.
- Manage workforce planning activities including scheduling, coverage, and PTO coordination to ensure stable service levels.
- Serve as a bridge between frontline support and leadership by surfacing customer trends, escalations, and operational insights that inform product and process decisions.
- Handle complex escalations beyond Tier 2/Tier 3 scope, ensuring resolution with sound judgment and strong customer empathy.
- Translate strategic objectives from leadership into clear, executable plans with measurable outcomes for the team.
- Support adoption of new tools, including AI-enabled systems and evolving workflows, helping the team adapt effectively to change.
Requirements:
- Experience leading, coaching, or mentoring a customer-facing or support team, ideally in a formal people management, team lead, or senior support role.
- Strong coaching mindset with a genuine focus on developing people, adapting leadership style to individual needs, and enabling long-term growth.
- Excellent communication skills with the ability to balance empathy and accountability, including navigating difficult conversations with clarity and professionalism.
- Strong analytical mindset with the ability to use performance data, customer feedback, and operational metrics to identify issues and drive improvements.
- Systems thinking approach, with the ability to diagnose root causes, design scalable solutions, and improve repeatable processes.
- Proven ability to translate strategic goals into structured execution plans and follow through on delivery.
- Calm and effective under pressure, especially when managing escalations, shifting priorities, or complex customer issues.
- Strong customer intuition, with the ability to identify patterns across interactions and elevate insights that improve both product and support operations.
- Comfort operating in fast-paced environments with ambiguity, while maintaining structure and consistency for the team.
Benefits:
- Competitive base salary: $72,500 – $78,000 USD with bonus potential
- Medical, dental, and vision insurance with additional employer-paid life and disability coverage
- Equity participation through employee stock option program
- Unlimited PTO plus paid parental leave
- 401(k) with employer matching
- Wellness support including fitness and ClassPass subsidy
- Home office stipend to support remote setup
- Opportunities for career growth within a fast-scaling SaaS organization
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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