Remote Support Team Lead

Tapcheck; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible PTO

Health coverage

13 holidays + PTO

401(k) with match

Job summary

Tapcheck, a fintech platform offering on-demand earnings, seeks a Support Supervisor to lead the customer support team, coach agents, manage schedules, and monitor queue health across Tier 1 and 2. This role blends hands-on people leadership with real-time operations.

You will partner with the Support Manager to implement process improvements and uphold quality, driving CSAT and service targets while collaborating with Product, Engineering, and Operations.

Qualifications

• 3+ years in customer support with at least 1 year in a supervisor or team lead role.
• Coached and developed support team members to stronger performance.
• Managed day-to-day operations including queue management, SLA tracking, and scheduling.
• Experience with Zendesk, Salesforce Service Cloud, or Freshdesk.
• Interpreted metrics and turned them into improvements; clear written and verbal communication.
• Stayed calm and solution-oriented in high-volume situations.
• Balanced multiple priorities between tactical and strategic work.

Responsibilities

• Directly supervise a team across Tier 1 and Tier 2 queues.
• Conduct regular 1:1s, provide real-time coaching, and give performance feedback.
• Onboard and train new hires; set them up for success.
• Monitor queue health, tickets, SLA adherence; adjust staffing as needed.
• Escalate complex issues and triage tickets across categories.
• Track CSAT, first response time, resolution time, and backlog.
• Collaborate with Product, Engineering, and Operations; maintain docs.

Skills

Team management

Coaching

Queue management

SLA tracking

Zendesk/Salesforce

Data-driven

Communication

Tools

Zendesk Explore

Salesforce Service Cloud

Freshdesk

Job description

Tapcheck, a fintech platform offering on-demand earnings, seeks a Support Supervisor to lead the customer support team, coach agents, manage schedules, and monitor queue health across Tier 1 and 2. This role blends hands-on people leadership with real-time operations.

You will partner with the Support Manager to implement process improvements and uphold quality, driving CSAT and service targets while collaborating with Product, Engineering, and Operations.