Remote Customer Support Team Lead | Fast, Empathetic

Paired; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Work From Home

Job summary

Paired is seeking a hands-on Customer Support Team Lead to manage the day-to-day support function within the Customer Success team. You will guide the support team while also working directly with customers through tickets, calls, texts, and voicemails.

You’ll be responsible for timely responses, strong service quality, and resolving issues thoroughly, and you will help onboard, train, and coach team members while collaborating with cross-functional teams to optimize workflows.

Qualifications

• 3+ years in customer support, customer service, or another B2B role.
• Excellent written and spoken English.
• Experience guiding teammates, training others, or improving support processes.
• Strong judgment when handling frustrated customers and escalations.
• Organized, detail-oriented approach to managing multiple requests.
• Experience using ticketing platforms, CRMs, and reporting tools (Freshdesk, GoHighLevel).
• Experience in real estate is a plus.

Responsibilities

• Coordinate incoming support requests and ensure prompt, helpful answers.
• Handle complex or sensitive customer issues through to resolution.
• Review 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 improve efficiency.

Skills

Customer support leadership

Excellent English

Train teammates

Escalation handling

Organized

Cross-team collaboration

Problem solving

Data-driven decisions

Real estate knowledge

Tools

Freshdesk

GoHighLevel

Job description

Paired is seeking a hands-on Customer Support Team Lead to manage the day-to-day support function within the Customer Success team. You will guide the support team while also working directly with customers through tickets, calls, texts, and voicemails.

You’ll be responsible for timely responses, strong service quality, and resolving issues thoroughly, and you will help onboard, train, and coach team members while collaborating with cross-functional teams to optimize workflows.