Customer Support Team Lead

Platphorm•San Francisco, CA

7d•$85,000 - $110,000•Remote

About The Position

Platphorm, LLC builds multi-modal information exchanges and provides a system for businesses to create scalable marketplaces where buyers pay sellers for information delivered through voice, mail, chat, SMS, or recorded phone messages. Its marketplace enables people to offer fee-based advice and connect with customers through 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, spending approximately 60% of their time on frontline support and 40% on lead responsibilities. The role handles complex and escalated customer issues, maintains support resources and operational metrics, coaches and manages Customer Support Representatives, and helps keep support coverage and quality on track. This is a fully remote position, with two in-person company meetings per year.

Requirements

Comfortable with adult content.
At least 5 years of experience in customer support 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 writing to frustrated or upset customers.
Understanding of online communities and experience as an online community member.
Ability to thrive in a small-team environment 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.
Serve 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, ensuring articles are accurate and filling gaps based on recurring tickets.
Maintain internal support documentation, saved replies, and macros.
Track and report weekly and monthly support metrics, flagging trends and recommending fixes.
Review ticket quality and provide the team with regular, specific coaching feedback.
Directly manage Customer Support Representatives, including holding regular one-on-ones, writing performance reviews, managing schedules, and helping hire for the team.