Customer Support Lead

Papaya; Columbus (OH); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading fintech platform is seeking a Customer Support Lead to manage a team of agents, ensuring high-quality customer service and satisfaction. The ideal candidate will have strong communication skills and a deep understanding of customer service metrics. This role involves handling escalations, driving improvements, and collaborating with various teams to enhance the customer experience.

Qualifications

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

Responsibilities

• Managing and supporting a team of customer support agents.
• Handling escalations and improving customer satisfaction.
• Tracking and analyzing key customer service metrics.

Skills

Communication

Customer Service KPIs

Empathy

Analytical Skills

Tools

Service Cloud

Zendesk

HelpScout

Kustomer

Job description

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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.

About Papaya:

Papaya is a modern fintech platform that simplifies bill payments for American families. Using computer vision and automation, our app makes paying your bills as simple as taking a picture. We started in 2016 with the mission to alleviate the frustration of paying bills. We are building technology to help address finances, American families' number one source of stress, while also helping billers of all sizes and from all industries get paid faster and more often. We have a constellation of B2B and B2C offerings that support our values.

At Papaya, 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:

• Handling escalations as the point of contact for complex customer issues with empathy, speed, and sound judgment.
• Partnering with BPO leads and internal teams to drive resolution and improve root cause handling.
• Creating and updating information cards in Guru for the BPO team.

• Building strong relationships with the BPO team to ensure alignment on goals, expectations, and quality standards.
• Monitoring BPO performance and providing feedback, coaching, or support as needed.

• Tracking and analyzing key customer service metrics (CSAT, response times, productivity, resolution rates).
• Identifying performance gaps and collaborating with stakeholders to implement improvements.

• Distilling and communicating insights from data to identify high-impact improvements.
• Providing regular reports to Operations management and stakeholders about team performance.
• Presenting during meetings to drive change and influence behavior for metric improvements.

• Communicating proactively with leadership on risks, wins, trends, and opportunities in the CS function.
• Preparing and presenting performance summaries and updates on key initiatives.
• Identifying opportunities to improve support workflows and customer touchpoints.

• Leading quarterly initiatives to improve customer experience, operational efficiency, or team workflows.
• Setting goals, managing timelines, and reporting outcomes.

• Serving as the voice of the customer across various teams to ensure process alignment and shared visibility.

Candidate Requirements:

• Strong understanding of customer service KPIs: NPS, CSAT, FCR, handle time, first response time, SLA, availability, efficiency.
• Experience with CRMs or tools like Service Cloud, Zendesk, HelpScout, Kustomer.
• Experience leading training sessions and developing training materials.
• Excellent communication skills, capable of explaining technical items simply.
• Comfortable working with ambiguity and shifting priorities.