Customer Support Team Lead

📋 Description

• Build shift schedules and on-call rotations covering evenings/weekends with backups
• Run standups to review SLA performance, escalations, and queue slippage
• Onboard and certify new reps; no live queue until certification is passed
• Own weekly quality audits and coach to results
• Enforce standards: every reply has next step, owner, and time; SLAs start on creation
• Maintain trust in round-robin routing; prevent shadow channels

🎯 Requirements

• 4+ years in customer support/service, including 1+ year leading or coaching a team
• Excellent written English and a high bar for team writing
• Real experience with SLAs, queues, and support metrics
• Fair, structured coach; maintain standard without micromanaging
• Calm and decisive in escalations
• Comfortable owning a dashboard and presenting to leadership

🎁 Benefits

• Experience standing up or restructuring a support function
• Hands-on with HubSpot Service Hub, Freshdesk, Zendesk, or Intercom (reporting)
• Background in staffing, recruiting, virtual assistants, or BPO
• Experience running shift-based or 24/7 teams