Support Team Lead

Uscreen•Washington, DC

22h•$70 - $80•Remote

About The Position

Uscreen is a video monetization platform empowering thousands of creators and media companies to build subscription-based streaming businesses. Our creators have generated nearly $1 billion in revenue while maintaining complete ownership of their audience and content. We're fully remote, bootstrapped, and profitable since day one. We recently partnered with a growth capital firm for our next phase of expansion under new CEO leadership. The Support Team Leader is the frontline leader of Uscreen’s customer-facing support operations. This person will manage and develop a team of 11 (and growing), owning the day-to-day performance, quality, and direction of three core functions: Technical Support, End User Support, and Content Moderation. Beyond managing people, this role is responsible for the systems and tools the team relies on – including Intercom configuration, help center content, and AI-powered support tooling. The ideal candidate is someone who can lead a team, improve processes, and isn’t afraid to get hands-on with technology to solve problems.

Requirements

Proven experience leading or managing a customer support team (ideally 8+ people)
Strong working knowledge of Intercom (workflows, reporting, automation)
Comfortable with Slack, Google Workspace, and modern SaaS tooling
Hands-on experience with AI tools – not just using them, but configuring and training them (e.g., AI chatbots, support automation)
Excellent documentation skills – can write clear SOPs, runbooks, and help center content
Strong escalation and triage management skills
Great at coaching and developing people at different skill levels
Available to work Eastern Time, Monday–Friday, 9 AM–5 PM

Nice To Haves

Experience with Claude Code or similar AI coding/automation tools
Project management experience (Asana or similar)
Background in SaaS or video/streaming platforms
Experience managing content moderation teams
QA program design or optimization experience

Responsibilities

Manage 11 direct reports across Technical Support, End User Support, and Content Moderation
Handle day-to-day coaching, 1:1s, performance reviews, and development plans
Own escalation handling and triage management – make sure nothing falls through the cracks
Drive quality assurance (QA) across support interactions
Build and maintain a strong team culture in a fully remote environment
Own and manage Intercom – workflows, automations, macros, reporting
Oversee the help center: keep documentation accurate, up to date, and useful
Create and maintain internal documentation, SOPs, and runbooks
Identify bottlenecks and inefficiencies in support workflows and fix them
Train and optimize front-end AI support tools
Use AI to build internal utilities, automate repetitive tasks, and improve team efficiency
Stay current on AI developments relevant to customer support and bring ideas to the table
Report on team performance, trends, and key support metrics
Collaborate with Product, Engineering, and other teams to surface customer issues and feedback
Project management experience is a plus – ability to run initiatives from start to finish