Lead Customer Support, Remote & Hands-On Coach

Platphorm, LLC; San Francisco (CA); Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401K matching

Flexible Spending Account

Generous PTO and holidays

Fully remote with limited in-persons

Job summary

Platphorm, LLC is seeking an experienced Customer Support Team Lead to balance hands-on frontline support with leadership duties. You will be the first escalation point for complex issues and will drive improvements to the Help Center and support docs.

The role is fully remote with occasional in-person company gatherings and travel. You will coach a small team, track metrics, and shape a proactive support culture in a fast-growing marketplace.

Qualifications

• 5+ years in a customer support role focused on online support for a technical product.
• Experience leading others, formally or informally, through training or mentoring.
• Strong written communication for frustrated or upset customers.
• Experience maintaining a help center or knowledge base.
• Comfort with tracking support metrics and turning data into actionable reports.

Responsibilities

• Handle frontline support duties for complex, sensitive tickets.
• Monitor queue health, response times, backlog, and weekend coverage.
• Own escalations to Engineering from report to resolution and update customers.
• Maintain and improve the Help Center with accurate articles.

Skills

Customer support

Online communities

Written communication

Metrics reporting

Leadership experience

Tools

Zendesk

Job description

Platphorm, LLC is seeking an experienced Customer Support Team Lead to balance hands-on frontline support with leadership duties. You will be the first escalation point for complex issues and will drive improvements to the Help Center and support docs.

The role is fully remote with occasional in-person company gatherings and travel. You will coach a small team, track metrics, and shape a proactive support culture in a fast-growing marketplace.