About This Role

We’re seeking a Customer Service Team Lead to own and elevate the customer experience across all touchpoints. This person will lead a customer support team, oversee day-to-day support operations, coach and develop team members, and identify opportunities to continuously improve processes and customer experience.

This is a hands-on leadership role. You will support the team when needed while also identifying trends, addressing root causes, and improving how operations run. You’ll see what needs to be done and move it forward, taking ownership and following through without waiting for detailed direction.

Key Responsibilities

• Lead and support the customer support team in daily operations, providing ongoing feedback, coaching, and development
• Ensure customer interactions consistently meet quality standards and established goals for response time, resolution time, and customer satisfaction
• Handle escalations and sensitive situations with empathy and professionalism
• Monitor customer feedback and trends to identify opportunities for improvement
• Oversee support queues to ensure timely responses and quality resolutions
• Identify inefficiencies and implement process improvements
• Use customer feedback and support data to identify opportunities for improvement
• Identify recurring problems, establish clear owners and deadlines, and follow through until issues are resolved
• Build a team culture that is engaged, accountable, and continuously improving

Skills/background needed: 2+ years of customer support experience at a company known for excellent customer service; ability to de-escalate challenging situations with empathy and calm; comfortable leading and coaching a team; able to balance speed with quality in a fast-paced environment; excellent verbal and written communication skills; extremely comfortable with technology and eager to learn new tools; strong problem-solving skills and ability to find root causes; ability to work independently and take ownership of tasks

Rate: Competitive entry-level pay, details shared upon application

Contract length: Permanent, Full Time

Schedule: Monday–Friday

Location: Open to applicants worldwide

What We Offer

We value work-life balance and offer competitive paid time off, paid holidays, parental leave, and a range of benefits including medical, dental, vision, and disability coverage.

We are an inclusive workplace and give all qualified applicants equal opportunity regardless of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, pregnancy, genetic information, veteran status, or any other status.

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