Customer Support Team Lead - (Remote - US)

Jobgether; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Customer Support Team Lead to inspire and guide a remote team of customer support professionals. In this role, you will coach your team, analyze performance metrics, and drive continuous improvement initiatives. This position offers the chance to make a significant impact on customer success while working in a remote-first environment that values flexibility and collaboration. If you are passionate about fostering a high-performing culture and have a knack for data-driven decision-making, this opportunity is perfect for you.

Benefits

Competitive salary and performance-based incentives

Remote-first work environment

Open Paid Time Off (PTO) policy

Paid parental leave

Employee wellness programs

Opportunities for career growth

Full medical, dental, and vision coverage

401(k) with company match

Supportive team culture

Mentorship programs

Qualifications

• 2-3 years in customer support with leadership experience preferred.
• Strong analytical skills to interpret data and drive decisions.

Responsibilities

• Lead and mentor a remote team of 10-15 customer support agents.
• Analyze support metrics to meet and exceed team KPIs.
• Manage customer escalations professionally and timely.

Skills

Leadership

Analytical Skills

Communication Skills

Coaching

Interpersonal Skills

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.

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

Requirements

• 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

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

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Non-profit Organizations and Primary and Secondary Education