Customer Support Team Lead

• Drive the success of our customer support team by coaching and developing representatives, ensuring operational excellence, and fostering a culture of feedback and recognition
• Monitor team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products

• 2+ years in a leadership role within customer support or a related field
• Prior experience with SaaS, CRM, and telephony tools is a bonus
• English (Advanced Level Required)
• Contribute to in-office leadership presence, supporting employees in a hybrid/in-office environment while maintaining a strong connection with remote teams
• Provide consistent coaching and developmental feedback through weekly 1:1 meetings, ensuring discussions focus on behavioral improvements and performance trends
• Utilize key performance indicators (KPIs) to identify areas for growth and focus discussions on the behaviors driving results
• Document insights from performance inspections and develop action plans to address areas of opportunity
• Plan and lead weekly team meetings in alignment with our company values focusing on team skill development, team-building, and important business updates
• Foster a culture of continuous learning through training sessions, mentoring, and career progression planning
• Maintain open lines of communication across teams, providing clear and timely updates on processes, changes, and performance expectations
• Embody customer obsession by serving as the primary escalation point for unresolved customer issues, ensuring timely and satisfactory resolution
• Actively contribute to cross-functional projects aimed at enhancing customer experience and driving retention
• Lead by example in ethical decision-making, fostering inclusivity, fairness, and integrity in all interactions

Prior experience with SaaS, CRM, and telephony tools is a bonus

• We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact
• Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed
• We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins