Remote Customer Solutions Team Lead

Peak Support, LLC; United States; Remote; USD 80,000 - 105,000; Full time

Job summary

Peak Support, LLC in the United States is seeking a Customer Solutions Team Leader to guide a remote team of support guides, drive exceptional customer experiences, and manage escalations with strategic oversight.

You will collaborate with Product, Engineering, Aftersales, Operations, Quality, and Training to remove barriers, improve processes, and translate customer insights into action. Strong coaching and KPI-driven leadership are essential.

Qualifications

• Minimum 5 years of experience in Customer Support, Customer Experience, or Contact Center Operations within a high-growth, fast-paced, or complex environment.
• Minimum 2 years of experience leading or supervising customer support teams.
• Demonstrated success managing complex customer escalations and leading high-performing support teams.
• Strong understanding of escalation management, advanced customer support practices, and operational leadership.
• Proven experience coaching, mentoring, and developing employees to improve performance and engagement.
• Excellent verbal and written communication skills across organizational levels.

Responsibilities

• Lead, coach, and develop a team of Customer Solutions Guides to consistently deliver exceptional customer experiences.
• Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and career development discussions.
• Foster a culture of accountability, collaboration, continuous learning, and customer advocacy.
• Monitor KPIs, service levels, quality standards, and customer satisfaction metrics.
• Manage attendance, scheduling, productivity, and workload distribution.
• Recognize high performance and address performance concerns through coaching and development plans.

Skills

Customer support

Escalation management

Team leadership

Coaching

Data-driven decisions

Cross-functional collaboration

Tools

CRM platforms

Ticketing systems

Workforce management tools

Microsoft Office

Reporting platforms

Job description

Peak Support, LLC in the United States is seeking a Customer Solutions Team Leader to guide a remote team of support guides, drive exceptional customer experiences, and manage escalations with strategic oversight.

You will collaborate with Product, Engineering, Aftersales, Operations, Quality, and Training to remove barriers, improve processes, and translate customer insights into action. Strong coaching and KPI-driven leadership are essential.