Customer Support Team Lead(Freelance)

Taroko Software; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Taroko Software is seeking a Senior Customer Support Leader in the United States to drive performance for a high-volume, US-facing SaaS support team. You will manage SLAs, coaching, QA, and performance management while owning billing operations and the CS tech stack.

You will implement AI/LLM‑powered processes, optimize workflows, and lead data‑driven improvements across efficiency, CSAT, and handoffs. Strong CRM expertise and cross‑functional leadership are essential.

Qualifications

• 3+ years of Customer Support leadership in US-facing SaaS/digital products.
• Strong understanding of US customers, service expectations, billing practices.
• Experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution, backlog, CSAT).
• Hands-on administration of CRM platforms (Freshdesk, Zendesk, Intercom).
• Experience with CRM migrations, implementations, or major support tech changes.
• Experience implementing AI/LLM solutions in customer support (bots, automation, agent‑assist workflows).
• Advanced data analysis using Excel/Sheets.

Responsibilities

• Lead a high-volume Customer Support team and drive performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.
• Oversee subscription and billing operations— renewals, cancellations, refunds, payment issues, disputes, and chargebacks; act as final escalation for complex cases.
• Own the CS tech stack: CRM config, routing, workflows, automations, integrations, permissions, and system improvements.
• Build and maintain reporting on team and support-wide performance; analyze ticket volume, CSAT, escalations to identify systemic issues.
• Maintain and improve SOPs, knowledge bases, escalation procedures, and training materials.

Skills

Leadership

CRM administration

AI/LLM in CS

Data analysis

SLA/CS KPI management

Billing & subscriptions

Tools

Freshdesk

Zendesk

Intercom

Job description

Key Responsibilities

• Team Leadership & Performance
• Lead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.
• Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required.
• Set team goals, track KPIs, and report performance trends to leadership.

Billing & Escalations

• Oversee subscription and billing operations — renewals, cancellations, refunds, payment issues, disputes, and chargebacks.
• Act as the final escalation point for complex or high-risk customer complaints.

Systems & Technology

• Own the Customer Support tech stack — CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements.
• Lead or support CRM migrations, new tool implementations, integrations, testing, and rollouts.
• Implement and optimize AI/LLM-powered support processes — chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.

Data & Reporting

• Build and maintain reporting on team and support-wide performance; turn data into actionable process improvements.
• Analyze trends in ticket volume, CSAT, and escalations to identify systemic issues.

Process & Documentation

• Maintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls.

Required Experience & Skills

• 3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business.
• Strong understanding of US customers, service expectations, billing practices, and consumer escalation norms.
• Proven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity).
• Hands-on administration of a CRM/support platform such as Freshdesk, Zendesk, Intercom, workflows, automations, integrations, and reporting.
• Experience with CRM migrations, system implementations, or major support technology changes.
• Practical experience implementing AI/LLM solutions in Customer Support (bots, automation, agent-assist workflows).
• Strong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks.
• Experience with QA frameworks, coaching, training, performance management, and process improvement.
• Advanced proficiency in data analysis (Excel/Sheets required).

What We're Looking For

A proactive, technically capable leader who manages people, systems, and performance in equal measure — someone who spots problems early, uses data to find root causes, and improves Customer Support through stronger process, technology, automation, and accountability.

Originally posted on Himalayas