Customer Support Team Lead – Freelance

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Direct a high-volume Customer Support team to meet SLA, quality, productivity, response time, resolution time, and backlog objectives.

• Mentor, train, inspire, and hold team members accountable through QA assessments, one-on-ones, performance management, and disciplinary actions.

• Establish team objectives, monitor KPIs, and communicate performance trends to leadership.

• Manage subscription and billing processes, including renewals, cancellations, refunds, payment issues, disputes, and chargebacks.

• Act as the final escalation point for intricate or high-stakes customer complaints.

• Oversee the Customer Support technology ecosystem, including CRM setup, routing, workflows, automations, integrations, permissions, and system enhancements.

• Lead or assist in CRM migrations, new tool deployments, integrations, testing, and rollouts.

• Develop and refine AI/LLM-driven support processes, encompassing chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.

• Create and uphold team and organization-wide performance reporting.

• Examine ticket volume, CSAT, and escalation patterns to uncover systemic issues and promote process enhancements.

• Maintain and improve standard operating procedures, knowledge bases, escalation protocols, training resources, and operational controls.

⛳️ Requirements

• Over 3 years of Customer Support leadership experience in a US-focused B2C SaaS, technology, digital product, or subscription organization.

• Solid understanding of US customers, service expectations, billing practices, and consumer escalation standards.

• Demonstrated experience in managing high-volume teams to meet SLAs and Customer Satisfaction KPIs (First Response Time, resolution time, backlog, CSAT, QA, productivity).

• Hands-on experience with a CRM/support platform such as Freshdesk, Zendesk, or Intercom, including workflows, automations, integrations, and reporting.

• Background in CRM migrations, system implementations, or significant changes in support technology.

• Practical experience in deploying AI/LLM solutions in Customer Support, including bots, automation, and agent-assist workflows.

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

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

• Advanced data analysis skills; proficiency in Excel/Sheets is required.

🏝️ Benefits

• Freelance opportunity.

• Remote work (Worldwide).