Customer Support Lead
About The Position
We are looking for a Customer Support Lead to own the growth and performance of our Tier 2 Customer Support Specialist team. This is a people-first leadership role, where your primary focus is developing individuals from their first day on the team through their promotion to Tier 3, while building the training infrastructure, team culture, and coaching practices that make the whole team stronger. You'll work closely with the CS Team Manager and CS Operations to keep the front end of our support operation running at a high level. That means being deeply embedded in what the team is experiencing day-to-day - identifying coaching moments, closing knowledge gaps, monitoring performance, and serving as the voice of the customer internally and, when applicable, the voice of the company back to the customer - bringing the patterns, trends, and frontline realities they're uniquely positioned to see to the people and conversations where it can make a difference. This role reports to the Customer Support Team Manager.
Requirements
- Experience leading or coaching a customer-facing team, whether that's as a formal people manager, a senior lead, a trainer, or someone who's naturally taken on a development role.
- Genuinely energized by helping people grow, and know how to tailor your approach to what each person actually needs.
- Communicate clearly and directly, even when it's uncomfortable. Balance empathy with accountability.
- Data-informed. Use metrics to understand what's happening, investigate why, and decide what to do about it.
- Think in systems. Look for the root cause rather than treating the symptom and build sustainable, scalable, and repeatable solutions.
- Translate strategy into execution. Break down high-level goals into plans, delegate, and follow through.
- Stay calm under pressure. Complex escalations, difficult conversations, and shifting priorities don't unsettle you.
- Tuned in to what customers are experiencing. Notice patterns across escalations, feedback, and the queue, and bring those observations forward.
- Bring yourself to work. Humor, curiosity, and genuine care for your team are core.
Responsibilities
- Lead regular 1:1s with Tier 2 team members, using them for development and coaching, not just status updates
- Own each team member's growth trajectory from onboarding through T3 promotion or their next career move
- Create and actively revisit individualized development plans aligned to team member goals and business needs
- Conduct performance reviews and manage performance improvement plans when needed, with fairness and clarity
- Build a team culture where feedback flows in both directions and people feel supported, challenged, and invested in
- Design and deliver ongoing product training to ensure T2 specialists can handle complex support scenarios independently
- Identify knowledge gaps through QA, coaching conversations, and performance data, and close them proactively
- Develop and maintain training resources in partnership with CS Operations
- Support new hire onboarding and ramp, setting the team standard from day one
- Monitor team performance against key metrics (CSAT, response times, QA scores) and take action when things drift
- Conduct quality reviews and provide targeted, specific coaching to drive improvement
- Analyze performance trends and customer feedback to surface patterns, diagnose root causes, and build action plans
- Manage team scheduling, PTO approvals, and coverage planning to protect service levels
- Surface patterns from customer interactions that should influence product decisions, training content, or support workflows
- Serve as the connector between front-line support realities and leadership priorities, bringing customer insight into cross-functional conversations
- Handle escalations that move beyond T2/T3, resolving complex situations with sound judgment
- Translate strategic goals from the CS Team Manager into executable plans with clear timelines and measurable outcomes
- Support adoption of AI tools and evolving processes, modeling the way for the team
Benefits
- Medical, dental, and vision
- Employer-paid life insurance
- Employer-paid short & long-term disability
- Target bonus based on a percentage of base salary, tied to individual and company performance
- Stock options for all full-time employees
- Unlimited vacation and sick time
- Paid parental leave
- 401(k) with employer matching
- ClassPass membership subsidy
- $500 reimbursement to set up your home office
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
