Customer Support Team Lead

📋 Description

• Build shift schedules and on-call rotations to cover evenings and weekends with backups
• Run standups to review SLA hits/misses and escalations
• Onboard and certify new reps before touching live queue
• Own weekly quality audits and coach the team on results
• Enforce non-negotiables: next steps, owner, and time; SLA adherence
• Maintain round-robin routing to ensure reliable CS team coverage

🎯 Requirements

• 4+ years in customer support, including 1+ year leading or coaching a team
• Excellent written English and high writing standards
• Real experience with SLAs, queues, and support metrics
• Fair, structured coach, you hold a 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 including reporting
• Background in staffing, recruiting, virtual assistants, or BPO
• Experience running shift-based or 24/7 teams
• Remote-friendly environment