Remote Support Team Lead - Fast-Impact Customer Success

Remote Jobs; United States; Remote; USD 60,000 - 95,000; Full time

Benefits offered by this job

Fully remote

Medical, Vision, Dental coverage (~95%

401k with match

Impactful, fast-paced startup culture

Job summary

Property Leads is seeking a Customer Support Team Lead to own the day-to-day Support function within our Customer Success group. You will lead the team while also engaging directly with customers, managing response times, ticket resolution, calls, texts, and voicemails to ensure issues are solved quickly and correctly.

You will coordinate with multiple teams, train new members, and drive process improvements while maintaining high CSAT and robust knowledge bases. Fully remote in the US.

Qualifications

• 3+ years in Customer Support or a related B2B function delivering exceptional experiences.
• Excellent English written and verbal communication.
• Remain calm and helpful with upset customers.
• Strong problem-solving and multitasking abilities.
• Organized and capable of handling several tasks simultaneously.
• Experience with support platforms, CRMs, and reporting tools.
• Collaborates well with other teams and seeks process improvements.

Responsibilities

• Serve as point person for support requests via ticketing and calls/texts throughout the day.
• Deliver fast, helpful answers with exceptional customer service.
• Review communications to ensure high standards are met.
• Create simple processes and training to improve team performance.
• Partner with CS, Technology, Refunds and other teams to resolve issues.
• Track team performance and share results with leadership.
• Help train new Support Team members.
• Identify opportunities to use automation and better workflows.

Skills

Customer Support

B2B customer-facing

CRM systems

Communication skills

Problem solving

Attention to detail

Team collaboration

Remote work

Tools

CRM systems

Ticketing platform

Reporting tools

Automation tools

Job description

Property Leads is seeking a Customer Support Team Lead to own the day-to-day Support function within our Customer Success group. You will lead the team while also engaging directly with customers, managing response times, ticket resolution, calls, texts, and voicemails to ensure issues are solved quickly and correctly.

You will coordinate with multiple teams, train new members, and drive process improvements while maintaining high CSAT and robust knowledge bases. Fully remote in the US.