Customer Support Team Lead

Key Responsibilities

Team Leadership & Performance

• Lead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.

• Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required.

• Set team goals, track KPIs, and report performance trends to leadership.

Billing & Escalations

• Oversee subscription and billing operations — renewals, cancellations, refunds, payment issues, disputes, and chargebacks.

• Act as the final escalation point for complex or high-risk customer complaints.

Systems & Technology

• Own the Customer Support tech stack — CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements.

• Lead or support CRM migrations, new tool implementations, integrations, testing, and rollouts.

• Implement and optimize AI/LLM-powered support processes — chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.

Data & Reporting

• Build and maintain reporting on team and support-wide performance; turn data into actionable process improvements.

• Analyze trends in ticket volume, CSAT, and escalations to identify systemic issues.

Process & Documentation

• Maintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls.
  

Required Experience & Skills

• 3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business.

• Strong understanding of US customers, service expectations, billing practices, and consumer escalation norms.

• Proven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity).

• Hands-on administration of a CRM/support platform such as Freshdesk, Zendesk, Intercom, workflows, automations, integrations, and reporting.

• Experience with CRM migrations, system implementations, or major support technology changes.

• Practical experience implementing AI/LLM solutions in Customer Support (bots, automation, agent-assist workflows).

• Strong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks.

• Experience with QA frameworks, coaching, training, performance management, and process improvement.

• Advanced proficiency in data analysis (Excel/Sheets required).
  

What We're Looking For

A proactive, technically capable leader who manages people, systems, and performance in equal measure — someone who spots problems early, uses data to find root causes, and improves Customer Support through stronger process, technology, automation, and accountability.