Remote Customer Support Team Lead - Frontline & Mentorship

Platphorm, LLC; United States; À distance; USD 85 000 - 110 000; Plein temps

Avantages offerts par ce poste

Health, dental, and vision insurance

401K matching

Flexible Spending Account

Generous PTO + 12 holidays + birthday

Fully remote with two in-person meet­

Résumé du poste

Platphorm, LLC is seeking an experienced Customer Support Team Lead to mentor a frontline team and own daily operations for a fast-growing online marketplace. You will split time between hands-on support and leadership, handling complex tickets and guiding the group.

You will escalate to Engineering, maintain the Help Center, and drive weekly/monthly metrics. This fully remote role offers two in-person meetings per year and requires travel twice yearly.

Qualifications

• 5+ years of experience in a customer support role focused on online support for a technical product.
• 1+ years leading others, formally or informally, through training, ticket quality review, mentoring, or supervising.
• Experience as a people manager.
• Experience maintaining a help center or knowledge base.
• Comfort tracking support metrics and turning them into clear, actionable reports.
• Strong written communication skills for frustrated or upset customers.
• Understanding of online communities and experience as an online community member.
• Thrive in a small team environment and help out with duties outside the scope of your job.
• Must be comfortable working with multiple customer bases including personal advice, dating, and adult websites.
• Available for occasional weekend on-call coverage and travel twice a year.

Responsabilités

• Handle all frontline support duties, including complex, sensitive, and escalated tickets.
• Monitor queue health daily, response times, backlog, and weekend coverage.
• Serve as first escalation point and own escalations to Engineering from report to resolution.
• Maintain Help Center articles, keep content accurate, and fill gaps from recurring tickets.
• Maintain internal support documentation, saved replies, and macros.
• Track and report weekly and monthly support metrics and flag trends with fixes.
• Review ticket quality and coach the team with regular, specific feedback.
• Be the direct manager for Customer Support Representatives, with 1:1s, reviews, schedules, and hiring support.

Connaissances

Customer support leadership

Frontline support

People management

Help Center maintenance

Metrics reporting

Online communities

Written communication

Escalation handling

Team coaching

Weekend on-call readiness

Outils

Zendesk administration

Description du poste

Platphorm, LLC is seeking an experienced Customer Support Team Lead to mentor a frontline team and own daily operations for a fast-growing online marketplace. You will split time between hands-on support and leadership, handling complex tickets and guiding the group.

You will escalate to Engineering, maintain the Help Center, and drive weekly/monthly metrics. This fully remote role offers two in-person meetings per year and requires travel twice yearly.