CrawlJobs Logo

Customer Support Team Lead

Bilt Rewards

Location Icon

Location:
United States

Category Icon
Category:
Customer Service

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

65000.00 - 75000.00 USD / Year
Save Job
Save Icon
Apply Position

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

Additional Information:

Job Posted:
January 18, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Icon
Bilt Rewards - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Customer Support Team Lead

Customer Service Team Lead

Are you a leader passionate about talent development and optimizing the customer...
Location
Location
Canada , Saint-Laurent
Salary
Salary:
85000.00 - 90000.00 CAD / Year
https://www.randstad.com Logo
Randstad
Expiration Date
February 19, 2026
Flip Icon
Requirements
Requirements
  • University degree (BAC) or college diploma (DEC) in a relevant field (IT, Customer Service, Administration) or equivalent professional experience
  • Minimum of two (2) years of confirmed experience in team management, ideally within a customer service or Information Technology (IT) support context
  • Bilinguism (French and English), both spoken and written
  • Mobilizing leadership, excellent abilities in communication, coaching, and conflict resolution
  • Strong sense of organization, pronounced customer orientation, and demonstrated ability to effectively manage multiple priorities in a growing environment
Job Responsibility
Job Responsibility
  • Coaching, motivating, and developing a team of representatives, while ensuring proactive and optimal management of schedules, tasks, and priorities
  • Monitoring service performance using key indicators (such as satisfaction and resolution rate) and designing and implementing continuous improvement plans
  • Fostering open communication, a healthy collaborative environment, and a culture of constructive feedback within the team
  • Taking full responsibility for the training, integration, and continuous professional development of your team members
  • Managing the most complex customer situations and requests with agility and professionalism, while ensuring seamless coordination with relevant internal departments
  • Developing and presenting clear, strategic reports detailing the service's key results, performance, and initiatives
  • Actively contributing to the evolution and improvement of internal processes to elevate the overall customer experience
What we offer
What we offer
  • Comprehensive group insurance
  • Group RRSP program
  • Vacation time based on experience
  • Paid days off during the holiday season
  • Easy access by public transit and private parking available
  • Stimulating, collaborative, and stress-free work environment, fostering a family-like atmosphere
  • Numerous opportunities for continuous professional development
  • Fulltime
Read More
Arrow Right

Team Lead, Technical Support

As a Technical Support Team Lead based in Shanghai, you will lead a highly motiv...
Location
Location
China , Shanghai
Salary
Salary:
Not provided
adyen.com Logo
Adyen
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • You are a people leader, and have at least 3 years of experience developing technical support teams.
  • You understand different cultures within the region and are able to successfully be part of geographically distributed teams.
  • You are innovative, with strong problem-solving capabilities and able to define robust processes and procedures.
  • You are able to serve as an escalation point for varied technical support requests and challenges and are willing to hands-on complex technical issues.
  • You are able to balance commercial requests with the technical support global strategy and have customer facing experience.
  • You master certain internet technologies and are familiar with technical processes (think SQL / HTML / JavaScript / PHP / Java / Scripting).
  • You have strong written and verbal communication skills in both Chinese and English
  • Must be willing to travel where required.
Job Responsibility
Job Responsibility
  • Lead the team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices.
  • Manage a Shanghai team that works with peers distributed across the region and globe to provide top tier support to our merchants.
  • Work in close collaboration and coordination with the China commercial teams to provide the required support service to our China merchant base.
  • Coach and mentor members of the team to excel at resolving technical challenges for Adyen’s merchants and grow their careers.
  • Define and clearly communicate objectives and goals for the Support team.
  • Track team progress and success using KPIs and data sets. Feed this back to the team to drive high performance and efficiency.
  • Deal with merchant and senior management escalations across a variety of issues.
  • Be an integral part of the global support and China commercial strategy.
Read More
Arrow Right

Customer Service Support Team Lead

As a Customer Service Support Team Lead, you will supervise activities and perso...
Location
Location
Spain , Barcelona
Salary
Salary:
Not provided
omya.com Logo
OVYA Production
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • University degree (Bachelor’s) or equivalent
  • 3 to 5 years of customer service experience in a manufacturing environment
  • Previous supervisory experience, preferably in a fast-paced team environment
  • Excellent command of both oral and written local language and English
  • Knowledge of an additional language is considered an advantage
  • Strong attention to detail and accuracy
  • Ability to work under pressure with an enthusiastic attitude
Job Responsibility
Job Responsibility
  • Supervise activities and personnel of the Customer Service Support Department
  • Monitor all aspects of the Customer Service Support Department’s performance
  • Approve working hours, monitor employee attendance, and provide adequate departmental coverage
  • Train new employees and coordinate cross-training
  • Develop and update Customer Service Support training programs
  • Review, update and revise departmental procedures
  • Complete and conduct yearly Employee Performance Reviews
  • Conduct initial interviews with potential employees
  • Motivate staff to extract a high level of productivity
  • Coordinate and monitor SAP process returns, credits and debits in SAP
What we offer
What we offer
  • 50% Hybrid Work Model
  • Ticket Restaurant
  • Flexible Retribution: Kindergarten & transport benefits
  • 30 Labor Days of Holidays
  • Language Lessons
  • Medical Insurance: 60% company-subsidized
  • Open and Modern Office Environment
  • Fulltime
Read More
Arrow Right

Scaled Customer Success Team Lead

As a Team Lead, you will guide and mentor a team of Scaled Customer Success Arch...
Location
Location
Mexico , Mexico City
Salary
Salary:
Not provided
mixpanel.com Logo
Mixpanel
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of customer-facing experience at a software company, with a proven track record in customer success, professional services, consulting, or technical project management
  • 3+ years of experience with Mixpanel, or a similar analytics tool, including familiarity with analytics implementation methods like SDKs, Customer Data Platforms (CDPs), and Event Streaming
  • The ability to communicate with stakeholders at various parts of an organization
  • Excellent written, analytical, and communication skills
  • Strong process and project delivery discipline
  • Eager to learn new technologies and adapt to evolving customer needs
  • A passion for fostering talent and building learning paths
Job Responsibility
Job Responsibility
  • Guide and mentor a team of Customer Success Architects, providing feedback, coaching, goal setting, and support
  • Serve as a point of escalation for your team, helping them troubleshoot basic data issues, maintain data quality, and ensure customers are getting the most out of their Mixpanel investment
  • Take responsibility for your team's success metrics, providing visibility to leadership on individual performance and development
  • Manage your own portfolio of customer projects, assisting customers with understanding and implementing Mixpanel effectively
  • Partner with your team and customers to identify areas of improvement in their analytics usage, helping them develop a clear roadmap for success
  • Ensure your team's projects adhere to timelines and scope, while also owning the account health for your own assigned projects
  • Serve as a key point of contact for relaying customer feedback and technical needs to internal Mixpanel teams
What we offer
What we offer
  • Comprehensive Medical, Vision, and Dental Care
  • Mental Wellness Benefit
  • Generous Vacation Policy & Additional Company Holidays
  • Enhanced Parental Leave
  • Volunteer Time Off
  • Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break
Read More
Arrow Right

Help Desk Support - Team Lead

inspHire (part of KCS Group) is a leading provider of hire and rental software t...
Location
Location
United Kingdom , Nottingham
Salary
Salary:
Not provided
insphire.com Logo
InspHire
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Customer service focused
  • Confident leader, with the natural ability to motivate and lead a team
  • Decision-maker under pressure
  • Understands priority and urgency of customers business requirements
  • Business/commercial awareness
  • IT Service awareness (knowledge of working on operating systems and architecture of servers)
  • Strong communicator
  • Forward-thinking/proactive nature
  • Multi-tasker
Job Responsibility
Job Responsibility
  • Motivation and leadership of your team
  • Manage the workload between the team, supporting where necessary
  • Dealing with case management, setting customer expectations and assigning daily schedules
  • Ensure team are working to inspHire agreed SLA’s
  • Be the first person and level of escalation for any issues
  • Facilitate training for the team and provide updates to Help Desk Manager on SLA’s and performance
  • Ensure that the team maintain high levels of support to the customers
  • Case management
  • Regularly review own and Analyst case list, ordering by priority and oldest first
  • Support the team to provide timely updates in accordance to inspHire SLA, as well as your own cases
What we offer
What we offer
  • Bespoke training package
  • Large bank of resources to train and promote achievement
  • Fulltime
Read More
Arrow Right

Customer Support Team Lead

The Support Lead is a new role within Lightyear and will oversee the Support & P...
Location
Location
Estonia , Tallinn
Salary
Salary:
Not provided
lightyear.com Logo
Conclusive Financial
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years’ experience in customer support or operations, ideally in a regulated financial firm or fintech
  • Proven experience leading and developing support or operations teams
  • Strong grasp of KPIs, performance tracking, and continuous improvement
  • Solid understanding of customer operations and related areas like KYC, KYB, FinCrime, Product, and Compliance
  • Hands-on experience streamlining workflows, reducing contact volumes, and improving efficiency
  • Skilled in using data and dashboards to identify issues and drive better outcomes
  • Experience with quality reviews, coaching, and feedback loops
  • Comfortable working cross-functionally to align processes and priorities
  • Strong operational judgment with attention to accuracy, speed, and customer impact
  • Curious, proactive mindset focused on scalable, customer-centered solutions
Job Responsibility
Job Responsibility
  • Lead, coach, and inspire the Support team to deliver exceptional customer experiences
  • Build a collaborative, accountable, high-performance culture
  • Create clarity in expectations, KPIs, and success metrics for the team and individual contributors
  • Perform regular 1:1s, team ceremonies and performance reviews when needed, providing structured feedback and clear paths for growth
  • Support career development and internal progression through mentoring, skill-building, and recognition
  • Oversee daily support and payment operations for accuracy, empathy, and compliance
  • Manage core metrics: response time, first touch resolution rate, and customer satisfaction
  • Implement new operational efficiency and quality frameworks with trackable performance KPIs that build accountability and trust
  • Drive efficiency and contact reduction through root-cause analysis and process improvement
  • Partner with Product, Engineering, and Compliance to create scalable, seamless customer journeys and drive tangible improvements to customer outcomes
What we offer
What we offer
  • A competitive startup package with stock options that vest monthly after a one-year cliff
  • Brand new office in Tallinn (Kalamaja)
  • Flexible working hours
  • A flexible approach to working remotely (2 remote days per week)
  • Private health insurance
  • All the usual office facilities, including free tea, coffee & snacks
  • Dog-friendly office
  • Bike parking and showers
Read More
Arrow Right

Customer Support Team Leader - Midnights

We're looking for a leader who can thrive during these non-traditional hours, bu...
Location
Location
United Kingdom , Cardiff
Salary
Salary:
Not provided
capitalontap.com Logo
Capital on Tap
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Contact centre experience is essential
  • Bonus if experience is in Financial Services
  • Genuine passion for team development and a track record of coaching success
  • Strong attention to detail with the ability to identify and address inefficiencies
  • Experience in analysing and interpreting basic data sets
  • A growth mindset—comfortable making mistakes, learning, and improving
  • Confidence in giving and receiving constructive feedback, including managing up
  • A drive for success, backed by a track record of achieving results in previous roles
  • Someone who has worked similar shifts or unsociable hours is a plus
Job Responsibility
Job Responsibility
  • Lead a team of approximately 10 agents to deliver exceptional outcomes for customers and the business
  • Develop team skills through 1:1s, coaching, huddles, and meetings
  • Support the Customer Support Manager in driving positive departmental changes
  • Build strong relationships with key internal stakeholders
  • Act as an escalation point for team support when needed, especially during unsociable hours
  • Remove obstacles preventing agents from delivering outstanding service
What we offer
What we offer
  • Private Healthcare, including dental and optician services through Vitality
  • Worldwide travel insurance through Vitality
  • Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
  • Salary Sacrifice Pension Scheme up to 7% match
  • 28 days holiday (plus bank holidays)
  • Annual Learning and Wellbeing Budget
  • Enhanced Parental Leave
  • Cycle to Work Scheme
  • Season Ticket Loan
  • 6 free therapy sessions per year
  • Fulltime
Read More
Arrow Right

Customer Support Lead

AutoRABIT is looking for an customer support lead, with experience in supporting...
Location
Location
India , Hyderabad
Salary
Salary:
15.00 - 22.00 INR / Year
autorabit.com Logo
AutoRABIT
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5 years’ experience in software or SaaS customer support role ideally as team leader or subject matter expert supporting Java based products
  • Software engineering best practices, with at least 2-3 years of experience in maintaining and delivering high-quality software
  • Experience with Salesforce.com or equivalent SaaS platforms development, administration, or technical support
  • Experience with and the ability to debug common application languages and technologies such as J2EE, HTML, JavaScript, Spring Framework, Spring Boot Framework, XML, JSON, Linux is highly desired
  • Experience using or administrating a DevOps pipelines or related areas such as version control (e.g., Git, SVN, Bitbucket, GitHub, Azure Repos), IDE (e.g., Visual Studio, IntelliJ), CI (e.g., Jenkins Pipelines, Azure DevOps, GitLab), and other related tools such as, Maven, Jenkins, Sonar is desirable
  • Investigation skills to understand problems in their context and the ability to reproduce these scenarios
  • Can-do attitude: challenging status, leading, and contributing to key improvements and innovations
  • B.Computer Science or equivalent degree
  • Certification in Salesforce.com is an added advantage
  • Excellent communication skills in English - Written & Verbal
Job Responsibility
Job Responsibility
  • Act as mentor and technical expert on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction
  • Responsible for driving the teams and delivering monthly / quarterly goals
  • Effective engagement with the client through proactive communication and regular reviews
  • Leading, motivating, and assisting a team of Technical Support Specialists and deliver individual goals
  • Work with stakeholders to perform root-cause analysis & figure out solution approaches
  • Lead support case resolution efforts for customer cases (directly, and through assistance to Support engineers) by using skills in troubleshooting and debugging, identifying root cause, communicating bugs to Engineering
  • Collaborate with Sales, Solution Consultants, Engineering and Product management to improve overall customer experience and make sure that our Service offering brings maximum value to our customers
  • Contribute and make recommendations to Knowledge Base content
  • Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy