Customer Support Lead

Papaya; Columbus (OH); Remote; USD 65,000 - 70,000; Full time

Job summary

Join a forward-thinking fintech platform as the Customer Support Lead, where you will manage a dynamic team dedicated to enhancing customer satisfaction. In this role, you will oversee performance metrics, resolve escalated issues, and implement strategies that foster a culture of continuous improvement. With a commitment to diversity and inclusion, this innovative company values clear communication and entrepreneurial spirit. If you're passionate about making a difference and driving change in customer support, this is your chance to shine in a collaborative environment that values your contributions.

Qualifications

• Strong understanding of customer service KPIs like NPS and CSAT.
• Experience leading training sessions and creating materials.

Responsibilities

• Manage and support a team of customer support agents.
• Track and analyze key customer service metrics.
• Lead initiatives to improve customer experience.

Skills

Customer Service KPIs

Communication Skills

Data Analysis

Team Management

Problem Solving

Tools

Service Cloud

Zendesk

HelpScout

Kustomer

Job description

About the Role:

As the Customer Support Lead on our Operations team, you will be responsible for managing and supporting a team of customer support agents (BPO), ensuring the team meets service level agreements, resolving escalated issues, and implementing strategies to improve customer satisfaction and team performance.

At Papaya Pay, we value flexibility, clear communication, and a commitment to continuous learning. We believe that diversity and inclusion are essential to fostering a culture where every team member can grow, make an impact, and feel valued. Guided by our core principles—putting customers first, embracing entrepreneurial resourcefulness, and making data-driven decisions—we aim to create a collaborative and innovative environment. If these values resonate with you, we'd love to hear from you!

Open to remote candidates based in the following US States: CA, CO, FL, IL, MI, NJ, NC, OH, PA, RI, TX, WA, NY.

What you would be doing:

1. Escalation Handling

• Act as the point of contact for customer escalations, resolving complex issues with empathy, speed, and sound judgment.
• Partner with the BPO leads and internal teams to drive resolution and improve root cause handling.
• Create and update information cards in Guru for BPO team.

1. CS Team (BPO) Management & Oversight

• Build a strong working relationship with the BPO team to ensure alignment on goals, expectations, and quality standards.
• Monitor BPO performance and provide feedback, coaching, or support as needed.

1. CS Metrics Monitoring & Performance Management

• Track and analyze key customer service metrics (CSAT, response times, productivity, resolution rates).
• Identify performance gaps and collaborate with stakeholders to implement improvements.

1. Data Analysis, Reporting, and Presentations

• Distill high-impact insights from data and communicate them effectively.
• Provide regular reports to Operations management and key stakeholders about team performance.
• Present findings during meetings to drive change and influence behavior for metric improvement.

1. Managing Up and Reporting

• Communicate proactively with leadership on risks, wins, trends, and opportunities in the CS function.
• Prepare and present performance summaries and updates on key initiatives.
• Identify opportunities to improve support workflows and customer touchpoints.

1. Project Ownership

• Lead quarterly initiatives aimed at improving customer experience, operational efficiency, or team workflows.
• Set goals, manage timelines, and report on outcomes.

1. Cross-Functional Collaboration

• Serve as the voice of the customer across Operations, Product, Compliance, and other relevant teams.
• Ensure smooth handoffs, process alignment, and shared visibility on customer-impacting issues.

We'd like to hear from candidates with:

• Strong understanding of traditional customer service KPIs: NPS, CSAT, FCR, handle time, first response time, SLA, availability, efficiency, etc.
• Experience with CRMs or technology tools (Service Cloud, Zendesk, HelpScout, Kustomer, etc).
• Prior experience with leading training sessions and building training materials from scratch.
• Excellent communication skills, especially in explaining technical concepts simply.
• Comfortable working with ambiguity and shifting priorities based on business needs.

About Papaya:

Papaya is a modern fintech platform that simplifies bill payments for American families using computer vision and automation. Our app makes paying bills as simple as taking a picture.

Founded in 2016, our mission is to alleviate the stress of paying bills and support billers of all sizes. We offer a range of B2B and B2C solutions aligned with our values.

We take pride in our team, being voted one of Built In LA's Best Small Companies to Work for in 2023, 2024, and 2025. With a 4.8-star rating and over 116k reviews on the App Store, we are backed by Sequoia Capital and Bessemer Venture Partners.

Our pay range for this position is $65,000-$70,000, based on role responsibilities and candidate experience, benchmarked against similar fintech companies.