Client Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, cultivate, and inspire a remote team of 8–12 Client Support Coordinators.

• Set clear expectations and deliver constructive coaching and performance evaluations.

• Enhance individual and team performance by tracking productivity, quality, client satisfaction, and employee conduct.

• Execute targeted coaching and development strategies to meet operational objectives.

• Manage daily workflows, scheduling, shift approvals, meetings, reporting, and team coverage.

• Address complex or sensitive client escalations effectively.

• Convert organizational priorities into actionable plans for the team.

• Facilitate the adoption of new processes and service strategies.

• Mentor peer coaches and spearhead continuous improvement initiatives.

• Collaborate across functions to enhance client experience and operational efficiency.

• Assist with recruitment and candidate evaluation.

• Contribute to cross-departmental Client Support programs.

• Utilize AI, reporting tools, and emerging technologies to enhance coaching, workflows, and team performance.

• Report directly to the Client Support Manager.

⛳️ Requirements

• A minimum of 4 years of experience in customer or client support via phone, email, and chat.

• At least 2–3 years of experience in directly leading client-facing teams.

• Background in coaching, developing, and managing individual contributors.

• Proven track record in setting performance expectations, providing feedback, addressing performance issues, and fostering engaged teams.

• Familiarity with customer support performance metrics, such as productivity, quality, and client satisfaction.

• Experience in analyzing performance trends and converting insights into coaching and operational enhancements.

• Experience in managing workflow coordination, scheduling, shift approvals, meetings, and performance reporting.

• Excellent written and verbal communication skills.

• Strong organizational, time-management, and problem-solving abilities.

• Experience in leading remote teams through coaching and performance management practices.

• Comfortable with customer support platforms, performance management systems, project management tools, and AI-enabled technologies.

• Availability for on-call support outside standard business hours as necessary.

• Ability to sit for extended periods, utilize a computer or office equipment, and communicate effectively.

• Experience with Freshservice or a similar platform is a plus.

• Experience in recruiting, interviewing, and selection is a plus.

• Background in change management, service process, or technology improvement is a plus.

• Experience in peer coaching, team learning, or employee development is a plus.

• Exposure to cross-functional customer experience programs is a plus.

• Experience in AI-enabled customer support operations is a plus.

🏝️ Benefits

• Competitive salary.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Comprehensive benefits.

• Meaningful career growth opportunities.

• Collaborative, low-ego work environment.

• Celebration of diverse perspectives.

• Exposure to AI and modern technology.