Senior Customer Support for US-Based Company

Paired; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Work From Home

Competitive salary (USD)

Job summary

Remote Jobs is seeking a hands-on Senior Customer Support lead to manage day-to-day support within the Customer Success team. You’ll guide the team and work directly with customers via tickets, calls, texts, and voicemails to ensure timely responses and high-quality resolutions.

You’ll coordinate requests, coach teammates, track metrics, and build knowledge baselines. Previous leadership in support and process improvement is valued.

Qualifications

• 3+ years in customer support or another B2B customer-facing role.
• Excellent written and spoken English.
• Experience guiding teammates, training others, or improving support processes.
• Strong judgment handling frustrated customers and escalations.
• Organized, detail-oriented with multiple requests.

Responsibilities

• Coordinate incoming support requests and provide prompt, helpful answers.
• Handle complex or sensitive issues through resolution.
• Review conversations and coach the team on empathy and professionalism.
• Track response times, resolution rates, CSAT, and support quality.
• Create training materials and knowledge base resources.
• Onboard and train new support team members.
• Collaborate with CS, Technology, and Refunds to improve workflows.
• Identify opportunities to automate and streamline support.

Skills

Customer support

Team leadership

Training others

Process improvement

Multitasking

Tools

Freshdesk

GoHighLevel

Job description

About the role

We’re looking for a hands-on Senior Customer Support to manage the day-to-day support function within the Customer Success team. You’ll 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.

What you’ll do

• Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
• Handle complex or sensitive customer issues and follow them through to resolution.
• Review support 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 make support more efficient.

Requirements

• 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
• Excellent written and spoken English.
• Experience guiding teammates, training others, or improving support processes.
• Strong judgment when handling frustrated customers and escalations.
• An organized, detail-oriented approach to managing multiple requests.
• Comfort using ticketing platforms, CRMs, and reporting tools. The team uses Freshdesk and GoHighLevel.
• A problem-solving mindset and the ability to work across teams.
• Experience in real estate is a plus.

What success looks like

Customers receive fast, complete answers; more issues are resolved without repeat contacts or unnecessary escalations; and the team has clear processes that help it deliver consistently excellent support.

Benefits

• Competitive salary (USD)
• Work From Home