On-Site Tier 1 Support Lead - Customer Experience

Patmos Hosting, Inc.; Kansas City (MO); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match (4%)

Health, dental, & vision insurance

Short and long term disability

Life insurance (company paid)

Job summary

Patmos Hosting, Inc. is seeking a customer-focused Tier 1 Support Lead to guide daily operations of the frontline Support Specialists team at our Kansas City on-site location. You will own the quality of customer interactions, monitor queue health, and coach team members while serving as the escalation point for customer-facing issues.

This hands-on leadership role requires strong technical judgment, excellent communication, and a passion for developing people to build scalable support processes.

Qualifications

• Experience leading Tier 1 support teams.
• Strong communication and customer service mindset.
• Ability to manage priorities and coach staff.
• Comfort with fast-paced, dynamic environments.

Responsibilities

• Own the quality and consistency of customer interactions delivered by the Support Specialists team.
• Monitor queue health, service performance, and escalation needs.
• Provide daily leadership and workload coordination for the team.
• Coach team members and drive ongoing development and onboarding.
• Lead incident coordination and post-incident reviews.

Skills

Team leadership

Customer focus

Communication skills

Operational oversight

Escalation handling

Job description

Patmos Hosting, Inc. is seeking a customer-focused Tier 1 Support Lead to guide daily operations of the frontline Support Specialists team at our Kansas City on-site location. You will own the quality of customer interactions, monitor queue health, and coach team members while serving as the escalation point for customer-facing issues.

This hands-on leadership role requires strong technical judgment, excellent communication, and a passion for developing people to build scalable support processes.