Frontline Support Lead — Customer Experience Champion

Patmos

Kansas City (MO)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

401(k) match

Disability insurance

Life insurance

Parental leave

Paid holidays

Job summary

Patmos Hosting is seeking a hands-on Tier 1 Support Lead to guide our frontline Support Specialists and scale operations as services expand. You will drive customer experience, coach a growing team, and coordinate workload and priorities with a focus on reliable service delivery.

This leadership role requires strong technical judgment, excellent communication, and a passion for developing people. You will work closely with cross-functional teams to improve processes and incident response,

Qualifications

Leads a Tier 1 Support team and manages frontline operations.
Coaches team members and coordinates workload and priorities.
Monitors queue health, service performance, and customer experience trends.
Handles escalations and represents leadership in customer-facing issues.

Responsibilities

Own the quality and consistency of customer interactions by the Support Specialists team.
Monitor queue health, staffing, and operational performance.
Coordinate workload distribution and priorities for the team.
Lead shift handoffs and post-incident reviews for continuous improvement.
Support hiring, onboarding, and training of new specialists.