Team Lead, Customer Care

Lighthouse•Dallas, TX

1d•Remote

About The Position

At Lighthouse, we’re on a mission to disrupt commercial strategy for the hospitality industry. Our innovative commercial platform takes the complexity out of data, empowering businesses with actionable insights, advanced pricing tools, and cutting-edge business intelligence to unlock their full revenue potential. Backed by $370 million in series C funding and driven by an unwavering passion for growth, we’ve welcomed five companies into our journey and have surpassed $100 million in ARR in 2024. Our 850+ teammates span 35 countries and represent 34 nationalities. At Lighthouse, we’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀 As a Customer Care Team Lead, BI, you will lead a team of Technical Support Specialists supporting Lighthouse’s Business Intelligence products. You will own the day-to-day operations of the team while driving process improvements, developing team expertise, and ensuring high-quality, efficient support delivery. This role requires strong operational leadership, technical depth, and the ability to navigate complex customer and product challenges in a fast-paced environment.

Requirements

Proven experience in a leadership or mentorship role within a technical customer support environment.
Strong ability to navigate complex technical products, integrations, and data-related issues.
Experience with Business Intelligence tools, data analysis, or technical integrations.
Comfortable operating in a fast-paced environment with multiple competing priorities and shifting demands.
Demonstrated ability to drive process improvements and operational efficiency, including leveraging automation or AI tools.
Strong analytical mindset, with experience using metrics and trends to inform decisions.
Excellent communication skills, with the ability to manage difficult customer situations and align cross-functional stakeholders.
Experience collaborating cross-functionally with teams like Product, Engineering, and Sales, with the ability to influence outcomes.
A proactive, solutions-oriented mindset with a strong sense of ownership and accountability.
Fluency in English, both written and spoken.

Responsibilities

Own day-to-day team operations, including inbox health, prioritization, workload distribution, and ensuring timely resolution across support tiers.
Lead, mentor, and develop the team through regular one-on-ones, performance feedback, and career growth conversations, while fostering a culture of accountability, collaboration, and continuous learning.
Act as the escalation point for complex and high-impact customer issues, including managing critical incidents, coordinating with cross-functional teams, and ensuring clear, timely communication to customers.
Drive operational excellence by identifying inefficiencies, improving processes, and implementing scalable solutions (including automation and AI-supported workflows) to increase team efficiency and reduce manual work.
Monitor and analyze team performance and support trends (e.g., Intercom metrics, backlog health, handling time), using insights to inform prioritization, staffing, and process improvements.
Balance competing priorities and resource allocation across different workstreams and support tiers, ensuring the team is focused on the highest-impact work.
Partner closely with Product, Engineering, Sales, and Account Management to advocate for customer needs, provide feedback on product gaps, and influence improvements to the customer experience.
Support onboarding and enablement, working with the Customer Enablement Manager to ramp new hires and continuously upskill the team through training, documentation, and mentorship.
Contribute to hiring and team growth, including interviewing candidates and helping shape the future of the team.
Step in as acting Customer Care Manager when needed, ensuring continuity of leadership and decision-making.

Benefits

Impactful work: Shape products relied on by 85,000+ users worldwide
Competitive compensation: Proactively maintained to value your work
Flexible working environment: Work from home or at one of our global offices
Flexible time off: Autonomy to manage your work-life balance
401k matching: Up to 4%
Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 50% for dependents and spouses, plus $25/month to HSA
Employer paid Short and Long Term Disability + $50,000 Life Insurance
Parental leave: 12 week company paid primary caregiver leave, 3 week company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan
Wellbeing support: Subsidized up to 80% ClassPass subscription
Referral bonuses: Earn rewards for bringing in new talent