Remote Customer Support Team Lead — Frontline & Coaching

Platphorm, LLC; Oregon; Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401K matching

Flexible Spending Account

Paid time off

10+ company holidays (birthday off)

Fully remote position with in-persons

Team-building activities

Job summary

Platphorm, LLC is seeking a Customer Support Team Lead to own frontline tickets and overall health of the support operation. You will split time 60% on frontline work and 40% on leadership, coaching, and hiring. The role manages escalation to Engineering and maintains Help Center resources.

This fully remote position offers a base salary of 85,000–110,000 USD per year, with two in-person meetings annually and a comprehensive benefits package.

Qualifications

• 5+ years in a customer support role focused on online technical products.
• 1+ years leading teams or informal leadership, including coaching and reviews.
• Experience as a people manager and maintaining a help center/knowledge base.
• Ability to track metrics and translate data into actionable reports.
• Excellent written communication for frustrated or upset customers.
• Familiarity with online communities and diverse customer bases (including adult content).
• Willingness to travel twice a year for company events.

Responsibilities

• Lead frontline support while handling complex, escalated tickets.
• Monitor queue health, response times, backlog, and weekend coverage.
• Escalate technical issues to Engineering and communicate updates to customers.
• Maintain and improve the Help Center and internal support docs.
• Manage saved replies, macros, and weekly/monthly support metrics reports.
• Coach the team with regular feedback and conduct 1:1s and performance reviews.
• Hire and manage the Customer Support Representatives, including scheduling.

Skills

Customer support leadership

Online community experience

Strong written communication

Metrics reporting

Team coaching / mentoring

Adult content handling

Tools

Zendesk administration

Job description

Platphorm, LLC is seeking a Customer Support Team Lead to own frontline tickets and overall health of the support operation. You will split time 60% on frontline work and 40% on leadership, coaching, and hiring. The role manages escalation to Engineering and maintains Help Center resources.

This fully remote position offers a base salary of 85,000–110,000 USD per year, with two in-person meetings annually and a comprehensive benefits package.