Customer Support Team Leader

Role Overview

• Lead, coach, and mentor a team of Customer Support Specialists, fostering a high-performance and customer-centric culture.
• Oversee daily team operations to ensure consistent delivery of high-quality support across chat, email, and phone.
• Conduct regular 1:1s, performance reviews, and coaching sessions to build capability and support professional growth.
• Assist with workforce planning by managing scheduling, workload distribution, and task delegation.
• Actively participate in frontline support (emails, chats, phone calls) on a regular basis to maintain product expertise, support coverage, and model best practices.
• Develop and maintain deep expertise in our platform, staying informed of new releases and ensuring your team is trained and prepared.
• Oversee complex or escalated cases, providing guidance to ensure accurate investigation, troubleshooting, and resolution.
• Advocate for customers across internal teams, serving as a key liaison to communicate recurring issues, feature requests, and improvement opportunities.
• Ensure all customer interactions—live chat, email, and phone—meet quality standards for clarity, empathy, and accuracy.
• Identify trends in customer challenges and collaborate with Product, Engineering, and Operations teams to drive improvements.
• Monitor and analyze key support metrics, including team productivity, case resolution times, quality scores, and customer satisfaction. Provide regular reporting on team performance and insights on patterns, risks, and opportunities for improvement.

Requirements

• 2–3 years of Customer Support experience, with at least 1 year in a supervisory, lead, or mentorship role.
• Strong written and verbal communication skills, with exceptional attention to detail.
• Demonstrated ability to coach and develop team members in a fast-paced environment.
• Proven organizational, time-management, and prioritization skills.
• Ability to manage escalations and guide teams through complex problem-solving.
• A genuine passion for education and improving the customer experience.
• Experience working in education, schools, or early childhood learning environments (preferred).
• Prior experience providing live support (phone, chat, email) (preferred).
• Hands-on experience with Zendesk, Salesforce, Intercom, or other CRM/ticketing systems (preferred).
• Bachelor’s degree or equivalent practical leadership experience (preferred).

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options