Customer Support Team Lead – Hybrid (Austin)

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

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.