Remote Customer Support Team Lead - Coaching & Automation

Remote Jobs; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary (USD)

Work From Home

Job summary

Paired, a global staffing and recruiting agency, places a US-based company that provides leads to real estate investors and is expanding into home services, seeks an experienced customer support professional. You will coordinate requests, resolve complex issues, and coach teammates to maintain empathetic, accurate service.

You'll track metrics, create training materials, onboard new members, and collaborate with Success, Technology, and Refunds teams.

Qualifications

• 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
• Excellent written and spoken English.
• Experience guiding teammates, training others, or improving support processes.
• Strong judgment when handling frustrated customers and escalations.
• An organized, detail-oriented approach to managing multiple requests.
• Comfort using ticketing platforms, CRMs, and reporting tools. The team uses Freshdesk and GoHighLevel.
• A problem-solving mindset and the ability to work across teams.
• Experience in real estate is a plus.

Responsibilities

• Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
• Handle complex or sensitive customer issues and follow them through to resolution.
• Review support conversations and coach the team on accuracy, empathy, and professionalism.
• Track response times, resolution rates, customer satisfaction, and support quality.
• Create clear processes, training materials, and knowledge base resources.
• Help onboard and train new support team members.
• Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
• Identify opportunities to use automation and technology to make support more efficient.

Skills

Excellent English communication

Team training

Cross-team collaboration

Problem solving

Attention to detail

Customer support experience

Real estate knowledge (a plus)

Tools

Freshdesk

GoHighLevel

CRMs

Reporting tools

Job description

Paired, a global staffing and recruiting agency, places a US-based company that provides leads to real estate investors and is expanding into home services, seeks an experienced customer support professional. You will coordinate requests, resolve complex issues, and coach teammates to maintain empathetic, accurate service.

You'll track metrics, create training materials, onboard new members, and collaborate with Success, Technology, and Refunds teams.