Senior Customer Support Lead (Remote) - Process & Training

Paired; United States; Remote; 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

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.