Customer Support Team Lead

Bilt

1d•$65,000 - $75,000•Remote

About The Position

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. This position is ideal for someone who thrives in a fast-moving environment, loves mentoring others, and isn’t afraid to dive into the details to find the root of a problem. You’ll play a central role in shaping the customer experience, driving operational excellence, and helping Cents continue to set the standard for industry-leading support.

Requirements

3 - 5+ years of experience in customer support — including 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.

Nice To Haves

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.

Responsibilities

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

Benefits

Compensation - We offer a 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. We’ve got you and your family covered from day one.
401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.
Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.
UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.

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