Team Lead, Customer Support

HqO • Boston, MA

186d • $90,000 - $100,000

About The Position

We are seeking a Team Lead, Customer Support to elevate the Support function by providing high-quality, empathetic and efficient resolution of customer issues while mentoring the support team, optimizing support processes and fostering cross-functional collaboration. The Team Lead, Customer Support ensures operational excellence, drives customer satisfaction and supports the development of a high-performing, motivated support team.

Requirements

• 5+ years of proven experience in technical support or customer service (preferably SaaS or real estate tech) with a demonstrated ability of coaching/mentorship to peers
• A customer-focused mindset
• Deep understanding of support processes, ticketing systems, and escalation management
• Strong written and verbal communication skills
• Ability to collaborate cross-functionally across technical and non-technical teams
• Process improvement mindset and comfort with change/ambiguity
• Familiarity with SLA management
• Demonstrated ability to learn and implement new technology quickly and accurately

Responsibilities

• Lead by example by handling Tier 2 and escalated tickets, ensuring SLAs are met and high-quality responses and resolutions are delivered.
• Act as a point of escalation for critical issues, ensuring customer concerns are resolved and feedback is shared with internal teams in a timely manner.
• Standardize support workflows, documentation practices and identify opportunities to enhance support efficiency.
• Regularly collaborate with EPD, Account Management, Services and Onboarding to optimize internal communication and improve the overall customer experience.
• Coach and train Tier 1 and Tier 2 support team members. Build knowledge resources, deliver training and create scalable assets that empower team members to succeed.
• Participate in and operate within the company operating system and culture.

Benefits

• Comprehensive medical, dental & vision plans for you and your dependents
• Fully paid parental leave (12 weeks), in addition to state and federal leave standards
• Pre-tax commuter benefits for qualified travel expenses
• Access to professional development tools, like free membership to LinkedIn Learning (thousands of expert-led courses)
• In-Office First Culture: Employees are in-office Tuesday, Wednesday, and Thursday
• Unlimited time off to recharge

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed