Customer Support Team Lead

Platphorm; San Francisco (CA); Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401K matching

Flexible Spending Account

Generous PTO and holidays

Fully remote with limited in-persons

Job summary

Platphorm, LLC is seeking an experienced Customer Support Team Lead to balance hands-on frontline support with leadership duties. You will be the first escalation point for complex issues and will drive improvements to the Help Center and support docs.

The role is fully remote with occasional in-person company gatherings and travel. You will coach a small team, track metrics, and shape a proactive support culture in a fast-growing marketplace.

Qualifications

• 5+ years in a customer support role focused on online support for a technical product.
• Experience leading others, formally or informally, through training or mentoring.
• Strong written communication for frustrated or upset customers.
• Experience maintaining a help center or knowledge base.
• Comfort with tracking support metrics and turning data into actionable reports.

Responsibilities

• Handle frontline support duties for complex, sensitive tickets.
• Monitor queue health, response times, backlog, and weekend coverage.
• Own escalations to Engineering from report to resolution and update customers.
• Maintain and improve the Help Center with accurate articles.

Skills

Customer support

Online communities

Written communication

Metrics reporting

Leadership experience

Tools

Zendesk

Job description

Do you love solving tough customer problems and helping a team do its best work? Want to shape a brand-new role on a small, dedicated team? Then we’d love to meet you! We are looking for an experienced Customer Support Team Lead with a strong background in online communities and email-based support, and a knack for raising the bar for everyone around them.

Platphorm, LLC builds innovative multi-modal information exchanges and provides a soup-to-nuts system that allows businesses to build scalable, reliable marketplaces where buyers pay sellers for information delivered by voice, mail, chat, SMS, or recorded phone message.

The marketplace we’ve built enables anyone to provide fee-based advice in their area of expertise, at a price of their choosing, and for others to find them and pay for a conversation. The interaction can take place over the phone, cam, chat, text, or email.

The Job:

As our Customer Support Team Lead, you’ll be a player-coach: an expert frontline agent who also owns the day-to-day health of our support operation. You’ll spend about 60% of your time on frontline support and 40% on lead responsibilities. You will:

• Handle all frontline support duties, taking the most complex, sensitive, and escalated tickets
• Monitor queue health daily, including response times, backlog, and weekend coverage
• Serve as the team’s first escalation point, and own technical escalations to Engineering from report to resolution, keeping affected customers updated
• Maintain our Help Center: keep articles accurate and fill gaps based on recurring tickets
• Maintain internal support documentation, saved replies, and macros
• Track and report weekly and monthly support metrics, and flag trends with a recommended fix
• Review ticket quality and coach the team with regular, specific feedback
• Be the direct manager for our Customer Support Representatives: hold regular 1:1s, write performance reviews, manage schedules, and help hire for the team

Requirements:

• Comfortable with adult content
• 5+ years of experience in a customer support role focused on online support for a technical product
• 1+ years leading others, formally or informally, through training, ticket quality review, mentoring, or supervising
• Experience as a people manager
• Experience maintaining a help center or knowledge base
• Comfort tracking support metrics and turning them into clear, actionable reports
• Strong written communication skills, including writing for customers who are frustrated or upset
• Understanding of online communities and experience as an online community member
• Thrive in a small team environment and are willing to help out with duties outside the scope of your job
• Must be comfortable working with multiple customer bases from different communities such as personal advice, dating, and adult websites
• Available for occasional weekend on-call coverage
• Able to travel twice a year for company all-hands

Nice to Have:

• Experience with release testing or QA
• Background at a marketplace, creator, or adult platform
• Familiarity with trust & safety, content moderation, or payments and fraud
• Experience with Zendesk administration

Compensation:

• 85,000–110,000 base salary

Benefits:

• Health, dental, and vision insurance
• 401K matching program with no vesting period
• Flexible Spending Account
• Generous PTO plan and 12 company-paid holidays plus your birthday
• Fully remote position (with two in-person meetings per year)
• Frequent virtual team-building events with lunch delivery provided
• Friendly and diverse coworkers