Customer Support Team Lead

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

📋 Description

• Manage all frontline support responsibilities, addressing the most challenging, sensitive, and escalated tickets.

• Daily monitoring of queue health, including response times, backlog management, and weekend coverage.

• Act as the primary escalation point for the team.

• Oversee technical escalations to Engineering from initial report to resolution, while keeping affected customers informed.

• Ensure the Help Center is maintained by keeping articles up-to-date and addressing gaps based on recurring ticket issues.

• Update and maintain internal support documentation, saved replies, and macros.

• Track and report on weekly and monthly support metrics, identifying trends and recommending solutions.

• Review ticket quality and provide regular, specific coaching feedback to the team.

• Directly manage Customer Support Representatives, including conducting regular 1:1 meetings, performance reviews, scheduling, and providing hiring support.

• Allocate approximately 60% of time to frontline support and 40% to leadership responsibilities.

⛳️ Requirements

• Must be comfortable with adult content.

• Minimum of 5 years of experience in a customer support role focused on online assistance for a technical product.

• At least 1 year of experience leading others, whether formally or informally, through training, ticket quality assessments, mentoring, or supervision.

• Experience in a people management role.

• Proven experience maintaining a help center or knowledge base.

• Ability to track support metrics and convert them into clear, actionable reports.

• Excellent written communication skills, particularly in addressing customers who may be frustrated or upset.

• Understanding of online communities and experience as an active online community member.

• Ability to thrive in a small team environment and a willingness to assist with tasks beyond the primary job scope.

• Comfortable interacting with various customer bases from different communities, including personal advice, dating, and adult websites.

• Availability for occasional weekend on-call duties.

• Willingness to travel twice a year for company-wide meetings.

• Experience with release testing or QA is a plus.

• Background in a marketplace, creator, or adult platform is advantageous.

• Familiarity with trust & safety, content moderation, or payments and fraud is a plus.

• Experience with Zendesk administration is a plus.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401K matching program with no vesting period.

• Flexible Spending Account.

• Generous PTO plan.

• 12 company-paid holidays plus your birthday.

• Fully remote position with two in-person meetings per year.

• Frequent virtual team-building events with lunch delivery provided.

• Friendly and diverse coworkers.