Customer Support Team Lead - (Remote - US)

Jobgether; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Jobgether is seeking a Customer Support Team Lead to guide a remote team of customer support professionals. This role involves coaching, analyzing performance metrics, and collaborating cross-functionally to enhance customer success. Ideal candidates will have leadership experience, strong analytical skills, and a passion for fostering a high-performing culture.

Benefits

Competitive salary and performance-based incentives

Remote-first work environment with flexible scheduling

Open Paid Time Off (PTO) policy

Paid parental leave and employee wellness programs

Opportunities for career growth and internal development

Supportive team culture and mentorship programs

Full medical, dental, and vision coverage

401(k) with company match

Inclusive and collaborative company culture

Qualifications

• 2–3 years of experience in customer support, preferably with leadership experience.
• Proven ability to manage a remote team and foster team engagement.
• Experience in SaaS or tech industry preferred but not required.

Responsibilities

• Lead, mentor, and support a remote team of 10–15 customer support agents.
• Analyze and interpret support metrics to meet and exceed team KPIs.
• Manage and resolve customer escalations in a timely, professional manner.

Skills

Leadership

Analytical Skills

Communication

Coaching

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Job description

About Jobgether

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

One of our companies is currently looking for a Customer Support Team Lead in the United States.

We’re looking for a people-first leader to guide and inspire a remote team of customer support professionals. As a Customer Support Team Lead, you will be responsible for coaching your team, analyzing performance metrics, and identifying opportunities for continuous improvement. You’ll work cross-functionally to ensure customer issues are resolved efficiently and escalations are handled with care. If you're passionate about customer success, data-driven decision making, and fostering a high-performing culture, this role is a perfect opportunity to make a real impact.

Accountabilities:

• Lead, mentor, and support a remote team of 10–15 customer support agents
• Analyze and interpret support metrics to meet and exceed team KPIs
• Deliver consistent coaching and feedback through regular 1:1s and development sessions
• Oversee onboarding and training of new team members to ensure long-term success
• Collaborate with departments such as Product, Professional Services, and Customer Success to improve workflows
• Identify and address trends or recurring issues based on customer feedback and data
• Manage and resolve customer escalations in a timely, professional manner
• Drive continuous improvement initiatives within support processes

• 2–3 years of experience in customer support, with leadership experience strongly preferred
• Proven ability to manage a remote team and foster team engagement
• Strong analytical skills with the ability to interpret data and drive decisions
• Excellent communication, coaching, and interpersonal skills
• Experience in SaaS or tech industry preferred but not required
• Proficiency in Microsoft Office Suite (Outlook, Excel, SharePoint, Word)
• Comfortable in a fast-paced, performance-driven environment
• Bachelor's degree preferred but not required

• Competitive salary and performance-based incentives
• Remote-first work environment with flexible scheduling
• Open Paid Time Off (PTO) policy
• Paid parental leave and employee wellness programs
• Opportunities for career growth and internal development
• Supportive team culture and mentorship programs
• Full medical, dental, and vision coverage
• 401(k) with company match
• Inclusive and collaborative company culture

Jobgether hiring process disclaimer

This job is posted on behalf of one of our partner companies. If you choose to apply, your application will go through our AI-powered 3-step screening process, where we automatically select the 5 best candidates.

Our AI thoroughly analyzes every line of your CV and LinkedIn profile to assess your fit for the role, evaluating each experience in detail. When needed, our team may also conduct a manual review to ensure only the most relevant candidates are considered.

Our process is fair, unbiased, and based solely on qualifications and relevance to the job. Only the best-matching candidates will be selected for the next round.

If you are among the top 5 candidates, you will be notified within 7 days.
If you do not receive feedback after 7 days, it means you were not selected. However, if you wish, we may consider your profile for other similar opportunities that better match your experience.

Thank you for your interest!

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