Customer Support Lead

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Experience: At least 2 years of relevant Customer Support experience in a SaaS or software company environment, plus prior managerial or lead experience

Core Areas: Customer support leadership, agent coaching and mentoring, ticket and live support operations, customer escalations, Tier 2 support, Jira escalations, queue management, product training

Compensation: $27–$30 per hour

About the Role

The Customer Support Lead will support day-to-day customer service operations while mentoring and coaching a small cohort of support agents. The role serves as an escalation point for complex customer issues, helps manage tickets, calls, chats, and live support queues, and provides backup coverage during periods of high support volume.

This position also supports agent development through live coaching, product training, and ongoing feedback. The Customer Support Lead will work closely with the Customer Support Manager to identify training needs, improve support processes, provide input on agent performance, and contribute ideas for longer-term improvements to the support organization.

What You'll Do

• Mentor and coach a cohort of customer support agents to help ensure tickets, calls, and chats are handled quickly and efficiently.
• Provide backup coverage for the Customer Support team during peak support periods.
• Serve as an escalation point for designated red-client issues, Jira escalations, and Tier 2 tickets as needed.
• Provide feedback to the Customer Support Manager regarding agent training needs and ideas for longer-term strategic improvements to the support team.
• Provide the Customer Support Manager with feedback to support individual 1:1 meetings with agents.
• Monitor and manage support queues during designated shifts to maintain appropriate coverage across all live queues.
• Lead live coaching sessions through Zoom to assist agents with customer support tickets.
• Support new team members with product training and help build strong knowledge of product features and support workflows.
• Identify opportunities to improve internal support processes and provide feedback on the efficiency and performance of the support organization.

Qualifications

• High school diploma.
• At least 2 years of relevant Customer Support experience in a SaaS or software company environment.
• Prior experience in a managerial or lead role.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail.
• Project management skills and the ability to prioritize tasks in a fast-moving, dynamic environment.
• Ability to align with organizational values.

Preferred Qualifications

• Experience with school communication tools, integration tools, and/or student information systems (SIS).

Benefits

• Employer-paid health insurance, including dependent coverage.
• Employer-matched 401(k) retirement savings program beginning on day one.
• Paid parental leave.
• Stock options.
• Health and wellness reimbursements.
• Paid time off that increases each year.
• 15 paid holidays, including a paid birthday holiday.
• Tools and equipment needed to support a productive home office.