Customer Support Team Lead

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

📋 Description

• Take charge of the daily Support operations within the Customer Success team.

• Lead the Support Team while directly engaging with customers.

• Manage response times, quality, ticket resolutions, and handle incoming calls, texts, and voicemails.

• Act as the primary contact for support requests via the ticketing platform and incoming communications.

• Ensure customers receive prompt, helpful responses and outstanding service.

• Review support interactions to guarantee the team upholds high standards.

• Develop processes and training to enhance team performance.

• Collaborate with Customer Success, Technology, Refunds, and other teams to address issues and refine internal processes.

• Monitor team performance and present results to leadership.

• Assist in training new members of the Support Team.

• Identify opportunities to implement automation, technology, and improved workflows to enhance efficiency.

• Maintain quick first-response and resolution times.

• Increase the proportion of issues resolved without unnecessary escalations or repeat contacts.

• Sustain strong CSAT or other customer satisfaction metrics.

• Ensure that conversations adhere to standards of accuracy, professionalism, empathy, and completeness.

• Manage high-priority and sensitive customer concerns.

• Enhance workflows and processes while maintaining service quality.

• Keep an accurate internal knowledge base, SOPs, and client-facing resources.

⛳️ Requirements

• Over 3 years of experience in Customer Support, Customer Service, or a related B2B customer-facing role.

• Proven history of delivering an outstanding customer experience.

• Experience in the real estate industry is a plus.

• Exceptional written and verbal communication skills in English.

• Ability to remain calm and supportive with distressed customers.

• Skilled in problem-solving and finding solutions.

• Highly organized and capable of managing multiple tasks simultaneously.

• Comfortable using support platforms, CRMs, reporting tools, and other customer-facing technologies.

• Collaborates effectively with other teams.

• Attentive to details and committed to following through on tasks.

• Driven to enhance team performance and improve customer experiences.

🏝️ Benefits

• Approximately 95% individual coverage for Medical, Vision, and Dental.

• 401k plan with matching contributions.

• Fully remote working environment.

• A dynamic, low-bureaucracy team where your contributions have direct, visible impact.

• No cumbersome layers between you and the outcomes.