Customer Support Team Lead

Taroko Software

About The Position

This role involves leading a high-volume Customer Support team, focusing on team leadership, performance management, billing and escalations, systems and technology, data analysis, and process documentation. The ideal candidate is a proactive, technically capable leader who can manage people, systems, and performance effectively, using data to drive improvements through process, technology, automation, and accountability.

Requirements

3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business.
Strong understanding of US customers, service expectations, billing practices, and consumer escalation norms.
Proven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity).
Hands-on administration of a CRM/support platform such as Freshdesk, Zendesk, Intercom, workflows, automations, integrations, and reporting.
Experience with CRM migrations, system implementations, or major support technology changes.
Practical experience implementing AI/LLM solutions in Customer Support (bots, automation, agent-assist workflows).
Strong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks.
Experience with QA frameworks, coaching, training, performance management, and process improvement.
Advanced proficiency in data analysis (Excel/Sheets required).

Responsibilities

Lead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.
Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required.
Set team goals, track KPIs, and report performance trends to leadership.
Oversee subscription and billing operations — renewals, cancellations, refunds, payment issues, disputes, and chargebacks.
Act as the final escalation point for complex or high-risk customer complaints.
Own the Customer Support tech stack — CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements.
Lead or support CRM migrations, new tool implementations, integrations, testing, and rollouts.
Implement and optimize AI/LLM-powered support processes — chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.
Build and maintain reporting on team and support-wide performance; turn data into actionable process improvements.
Analyze trends in ticket volume, CSAT, and escalations to identify systemic issues.
Maintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls.