Customer Support Team Lead 3067874 I.Html

Owning the systems and workflows for a fast and effective customer support experience, the full-time remote Customer Support & Operations Team Lead will manage tickets, escalations, and operational processes while guiding a small team and enhancing AI support workflows.

##### Key responsibilities

Handle customer tickets, escalations, and product education while setting quality standards for the support team

Scale support through AI and self-service solutions by identifying repetitive issues and improving help-center content

Build and manage support operations, including queue management, escalation paths, and internal documentation

##### Required qualifications

4+ years in customer support or support operations, preferably in a SaaS environment

Prior experience in people management, including setting expectations and providing feedback

Proficiency in utilizing AI tools and improving support systems

Strong customer judgment and writing skills to communicate effectively with non-technical users

Ability to thrive in a fast-paced, ambiguous environment with a player-coach mentality