Customer Support Team Lead

Platphorm•San Francisco, CA

6d•$85,000 - $110,000•Remote

About The Position

Platphorm, LLC builds multi-modal information exchanges and a system that enables businesses to create scalable marketplaces where buyers pay sellers for information delivered through voice, mail, chat, SMS, or recorded phone messages. Its marketplace lets people offer paid advice in their area of expertise and connect with customers by phone, cam, chat, text, or email. The Customer Support Team Lead is a player-coach responsible for frontline customer support and the day-to-day health of the support operation. The role is expected to spend approximately 60% of its time on frontline support and 40% on leadership responsibilities. It is a direct people-management role for Customer Support Representatives and includes occasional weekend on-call coverage and travel twice a year for company all-hands. The position is fully remote, with two in-person meetings per year.

Requirements

Comfortable with adult content.
At least 5 years of experience in a customer support role focused on online support for a technical product.
At least 1 year leading others, formally or informally, through training, ticket quality review, mentoring, or supervising.
Experience as a people manager.
Experience maintaining a Help Center or knowledge base.
Comfort tracking support metrics and turning them into clear, actionable reports.
Strong written communication skills, including the ability to write to frustrated or upset customers.
Understanding of online communities and experience as an online community member.
Ability to thrive in a small team and help with duties outside the scope of the role.
Comfort working with multiple customer bases from communities such as personal advice, dating, and adult websites.
Availability for occasional weekend on-call coverage.
Ability to travel twice a year for company all-hands.

Nice To Haves

Experience with release testing or QA.
Background at a marketplace, creator, or adult platform.
Familiarity with trust and safety, content moderation, or payments and fraud.
Experience with Zendesk administration.

Responsibilities

Handle frontline support duties, including the most complex, sensitive, and escalated tickets.
Monitor daily queue health, including response times, backlog, and weekend coverage.
Act as the team’s first escalation point and own technical escalations to Engineering from report through resolution, keeping affected customers updated.
Maintain the Help Center by keeping articles accurate and filling gaps based on recurring tickets.
Maintain internal support documentation, saved replies, and macros.
Track and report weekly and monthly support metrics, flag trends, and recommend fixes.
Review ticket quality and coach the team with regular, specific feedback.
Directly manage Customer Support Representatives, including holding regular 1:1s, writing performance reviews, managing schedules, and helping hire for the team.