Customer Support Team Lead

Anchor; Austin (TX); Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading payment solutions company located in Austin, TX, is seeking a Customer Support Team Lead to enhance the customer service experience. This role involves managing a team while ensuring high service standards and improvement initiatives. Ideal candidates should have 3–5 years of customer support experience in B2B SaaS or fintech, coupled with strong leadership and communication skills. This is a full-time position that supports a hybrid work model, allowing one day from home each week.

Qualifications

• 3–5 years of experience in customer support in B2B SaaS or fintech.
• 1–2 years of experience managing or leading a support team.
• Experience with operations and process improvement.

Responsibilities

• Serve as an escalation point for complex customer issues.
• Lead and mentor a growing team of Support Associates.
• Monitor support KPIs and drive initiatives for improvement.

Skills

Customer support

Team leadership

B2B SaaS knowledge

Communication skills

Organizational skills

Problem-solving

Tools

Intercom

Jira

HubSpot

Job description

At Anchor, we’re reinventing how businesses manage their revenue, transforming B2B payments with an innovative, automated billing and collections platform. By simplifying financial workflows, we free companies from the burden of billing and collections so they can focus on growth.

Customer Support Team Lead - Austin, TX (hybrid, 4 days office / 1 day home). This role blends frontline support delivery with people leadership to ensure exceptional, solution‑driven service while maintaining best‑in‑class SLAs and CSAT scores.

Responsibilities

• Serve as an escalation point for complex or high‑priority customer issues.
• Respond directly to customer inquiries as needed, maintaining a deep understanding of our platform and customer experience.
• Partner with Product, Customer Success, and Sales to surface customer insights and advocate for meaningful improvements.
• Contribute to support content development (FAQs, documentation, macros) to scale customer self‑service.
• Lead, mentor, and inspire a small but growing team of Support Associates.
• Set clear performance expectations, monitor support KPIs and SLAs (CSAT, first response time, resolution time), and drive initiatives to improve results.
• Develop onboarding, training, and ongoing development programs for support team members.
• Create scalable, automated processes and workflows to support rapid growth and create efficiency.
• Partner with leadership to shape the long‑term vision and strategy for Anchor’s Support function.
• Leverage emerging technology and automation to increase team capacity, streamline workflows, and enhance the overall customer support experience.
• Monitor support volume and workload trends, providing data‑driven recommendations on structural improvements, process refinements, and future headcount needs.

Requirements

• 3–5 years of experience in customer support, with exposure to B2B SaaS or fintech strongly preferred.
• 1–2 years of experience directly managing or leading a team in a high‑performing support environment.
• Experience with operations, systems, or process improvement, particularly in developing scalable support workflows or leveraging automation.
• Proven ability to balance individual contributor responsibilities with team leadership and performance management.
• Strong organizational skills and an ability to prioritize effectively in a fast‑paced environment.
• Excellent communication skills (written and verbal) with a talent for coaching others and building rapport across teams.
• Experience with support platforms such as Intercom, Jira, and CRM systems like HubSpot.

Nice to Have

• Background in accounting, finance, or bookkeeping.
• Experience in B2B & B2B2C Self‑Serve SaaS.

Seniority Level

Mid‑Senior Level

Employment Type

Full‑time

Job Function

Information Technology