Customer Support Team Lead - 65204510217

Somewhere; Bogotá ciudad; A distancia; COP 297.777.000 - 430.122.000; Jornada completa

Descripción de la vacante

Somewhere is seeking a Customer Support Team Lead to own day-to-day support within the Customer Success group. You will mentor, coach, and QA a frontline team while remaining actively hands-on with queues, calls, texts, and platform integrations.

You’ll partner with Engineering and Finance to surface root causes, optimize GoHighLevel workflows, and scale operations without sacrificing service quality. This remote role suits ambitious leaders who thrive in high‑agency environments and are fluent

Formación

• 3+ years in B2B customer support with leadership experience.
• Exceptional verbal and written English for American business owners.
• Hands-on experience with support platforms (FreshDesk) and CRMs (GoHighLevel, Salesforce, HubSpot).
• Proven ability to write SOPs, knowledge bases, and map workflows.
• Strong diagnostic skills to identify root causes of issues.

Responsabilidades

• Inbound channel ownership: tickets, calls, texts, and voicemails with SLA adherence.
• Lead QA, training, and onboarding to raise empathy, accuracy, and resolution quality.
• Partner cross-functionally to fix bugs and optimize GoHighLevel workflows.

Conocimientos

English fluency

Leadership

B2B support

SOPs & KBs

Analytical mindset

Herramientas

FreshDesk

GoHighLevel

Salesforce

HubSpot

Descripción del empleo

Customer Support Team Lead

Industry / Sector: High-Volume B2B Real Estate Lead Generation & PropTech Platform

Location: Remote (LATAM, South Africa)

Schedule: U.S. Business Hours Alignment | Full-Time (40 hrs/week)

Target Compensation: $$ negotiable depending experience

Primary Tech Stack: FreshDesk (Ticketing Queue) & GoHighLevel / GHL (CRM)

Position Overview

Our client is a high-growth, data-driven B2B real estate lead generation platform that participated in nearly 50% of all off-market home sales in North America over the last 12 months. Their customers are real estate investors running multi-million dollar businesses built on the motivated seller leads delivered to them daily. When a lead delivery stalls, a CRM webhook breaks, or a billing discrepancy occurs, it directly impacts their client's deal flow and revenue.

We are hiring a Customer Support Team Lead to take full operational ownership of the day-to-day Customer Support function inside the broader Customer Success organization. In this hybrid leadership role, you will mentor, train, and QA a frontline support team while remaining actively hands-on: monitoring support queues, taking inbound phone calls, texts, and voicemails, managing GoHighLevel integrations, and getting to the root cause of client friction.

If you thrive in high-agency, low-bureaucracy environments where you own real customer relationships and drive process efficiency, this role offers direct strategic impact.

Key Responsibilities

1. Inbound Channel Ownership & Frontline Execution

• Multi-Channel Point Person: Serve as the primary operational lead for all inbound support traffic across FreshDesk tickets, phone calls, SMS texts, and voicemails.
• Complex De-escalation: Step in directly to handle complex, technical, or high-friction client inquiries regarding lead delivery, platform mechanics, and refund requests.
• SLA & Queue Management: Monitor real-time inbox queues to ensure strict adherence to First Response Time (FRT) and Time to Resolution (TTR) targets across all shifts.

2. Team Leadership, QA & Capability Building

• Communication Quality Control: Conduct regular QA audits across email, chat, and call logs to enforce a high bar for accuracy, empathy, tone, and complete technical resolution.
• SOP & Knowledge Base Creation: Build, document, and update clear internal SOPs, training guides, and client-facing Help Center resources.
• Onboarding & Coaching: Train, onboard, and upskill support reps, shifting team culture away from "checking boxes" toward true root-cause problem-solving.

3. Cross-Functional Operations & Automation

• Root-Cause Elimination: Partner closely with Customer Success, Engineering, and Finance/Refunds teams to report recurring bugs and fix broken internal processes.
• Tech Stack Optimization: Identify opportunities to leverage GoHighLevel (GHL) workflows, ticket automation, and reporting tools to scale team capacity without dropping service quality.

Core Performance Metrics (Results)

• Speed & SLAs: Maintain agreed-upon First Response Time (FRT) and Time to Resolution (TTR) benchmarks across email, SMS, and phone.
• Resolution Quality: Increase First-Contact Resolution (FCR) rates while minimizing repeat tickets or unnecessary management escalations.
• Customer Retention: Drive high CSAT scores across active real estate investor accounts.
• Operational Efficiency: Successfully implement automation and SOPs that allow the team to support higher client volumes without increasing headcount proportionally.

Candidate Qualifications & Requirements

Required

• 3+ Years B2B Customer Support / Leadership: Proven track record in B2B customer support, customer success, or tech-enabled service operations with team leadership experience.
• Elite English Fluency: Exceptional verbal and written English with a confident, polished phone presence capable of handling demanding American business owners.
• Tech Stack Mastery: Hands-on experience navigating support platforms (FreshDesk or Zendesk) and CRMs (GoHighLevel / GHL, Salesforce, or HubSpot).
• Process Builder: Demonstrated experience writing SOPs, creating Knowledge Bases, and mapping operational workflows.
• Analytical Mindset: Strong diagnostic skills, looking beyond the immediate ticket to solve the underlying operational flaw.

Preferred (Big Pluses)

• Real Estate / PropTech / Lead Gen: Experience working in real estate investing, wholesaling, home services, or B2B performance marketing.
• GoHighLevel (GHL) Advanced Skills: Direct experience configuring GHL workflows, automated triggers, and SMS/email pipelines.

Why This Role Matters

Our client's customers aren't casual app users; they are real estate investors running active businesses on the leads delivered to them. In this environment, support isn't about clearing a queue or pasting template responses to hit a quota. It is the primary driver of client retention and revenue growth.

As the Support Team Lead, you are the vital operational bridge between high-value investor clients and internal growth teams. If you fail in this role, slow response times and surface-level band-aids cause client churn and destroy brand trust. If you succeed, you build an airtight, sub-minute support machine that de-escalates high-stakes issues, uncovers systemic product improvements, and turns routine support touchpoints into long-term client loyalty.