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Bilt Rewards Logo Bilt Rewards · Customer Service

Customer Support Team Lead

United States 65000.00 - 75000.00 USD / Year · Job Posted January 18, 2026
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Job Description

As the Customer Support Team Lead, you’ll be the driving force behind the day-to-day success of our remote Customer Support agents. You’ll lead a team of dedicated Customer Support agents who help customers through our platform. This role combines people leadership and process improvement—you’ll coach and develop the team, oversee operations, and partner closely with our Learning and Development and CX + HRBP teams to ensure our customers receive quick, effective, and empathetic support.

Job Responsibility

  • Lead and coach a team of remote Customer Support agents — setting goals, providing regular feedback, and fostering a culture of accountability and growth
  • Oversee daily operations to ensure SLAs, QA standards, and escalation protocols are consistently met
  • Monitor key performance metrics (CSAT, QA, first response time, resolution time) and translate insights into actionable improvements
  • Schedule all customer support agents
  • Collaborate with various teams and stakeholders to surface recurring issues, improve workflows, and ensure consistent communication across teams
  • Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities
  • Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations
  • Contribute to the culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions-first mindset

Requirements

  • 3 - 5+ years of experience in customer support
  • At least 1 year in team lead capacity
  • Analytical mindset with experience using performance metrics and driving process improvement
  • Adaptable and comfortable to a fast-paced, scaling startup environment
  • Tech-savvy with proficiency in internal tools and efficient customer communication management
  • Proven ability to manage and prioritize multiple tasks and projects simultaneously
  • Hands-on experience with ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage
  • Background in fintech, payments, or financial services preferred
  • A passion for building systems, empowering teams, and helping customers succeed

What we offer

  • Competitive salary with a meaningful stake in the company via equity and our performance bonus program
  • Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us
  • 401k plan with a match
  • Commuter FSAs
  • UNLIMITED PTO
  • Exclusive Employee only Bilt Points
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