Customer Support Team Lead

Wagmo•New York, NY

1d•Hybrid

About The Position

As a Support Team Lead (Manager), you own the day-to-day execution of Wagmo’s Customer Support function through strong people leadership and operational rigor. You lead and develop a team of Support Specialists, set clear expectations for quality and performance, and ensure customers receive consistent, high-quality support. You serve as the primary escalation owner, making thoughtful judgment calls and coaching the team to handle complex or sensitive situations with confidence. In close partnership with the Director of Customer Operations, you help scale processes and improve execution, translating company priorities into clear goals, high standards, and measurable outcomes for the team. This is a hands-on management role for someone who enjoys coaching people, building consistency, and raising the bar in a growing environment. Location: This is a hybrid role based in NYC; candidates must be willing and able to work in-office three days per week.

Requirements

Proven experience managing and developing a customer support or service team, with direct ownership of performance management, coaching, and day-to-day execution.
A strong track record of leading a small team (approximately 5 people) through clear expectations, regular feedback, and consistent accountability.
Demonstrated ability to handle escalations and high-stakes customer situations with sound judgment, balancing empathy, policy, and efficiency.
Experience building consistency and raising quality through operational rigor, including documentation, training, workflows, and repeatable processes.
Strong communication skills and comfort delivering direct, constructive feedback that drives improvement and builds trust.
Ability to operate effectively in a fast-moving, scaling environment where priorities evolve and managers are expected to lead with autonomy.
Familiarity with modern support tooling and workflows, and the ability to use them to improve team performance and customer outcomes.

Responsibilities

Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience.
Build a culture of trust, accountability, and continuous improvement through regular 1:1s, coaching, and performance management.
Raise the bar on support quality by providing direct, actionable feedback and developing strong judgment and ownership across the team.
Own the day-to-day execution of customer support, ensuring timely, accurate, and consistent service across all channels.
Serve as the primary escalation owner for complex or sensitive customer issues, making sound judgment calls and coaching the team to handle similar situations independently over time.
Operationalize support processes that drive consistency and scale, including documentation, workflows, training, and KCS-style resources.
Identify gaps or inefficiencies in current operations and partner with leadership to implement pragmatic, high-impact improvements.
Monitor queues, coverage, and workload to meet SLAs without reliance on heroics.