Tier 1 Support Lead - Kansas City, MO

Patmos Hosting, Inc.; Kansas City (MO); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match (4%)

Health, dental, & vision insurance

Short and long term disability

Life insurance (company paid)

Job summary

Patmos Hosting, Inc. is seeking a customer-focused Tier 1 Support Lead to guide daily operations of the frontline Support Specialists team at our Kansas City on-site location. You will own the quality of customer interactions, monitor queue health, and coach team members while serving as the escalation point for customer-facing issues.

This hands-on leadership role requires strong technical judgment, excellent communication, and a passion for developing people to build scalable support processes.

Qualifications

• Experience leading Tier 1 support teams.
• Strong communication and customer service mindset.
• Ability to manage priorities and coach staff.
• Comfort with fast-paced, dynamic environments.

Responsibilities

• Own the quality and consistency of customer interactions delivered by the Support Specialists team.
• Monitor queue health, service performance, and escalation needs.
• Provide daily leadership and workload coordination for the team.
• Coach team members and drive ongoing development and onboarding.
• Lead incident coordination and post-incident reviews.

Skills

Team leadership

Customer focus

Communication skills

Operational oversight

Escalation handling

Job description

Reports to: Senior Manager, Support

Location: Kansas City, Missouri - On-Site

Patmos Hosting is seeking a customer-focused, technically strong Tier 1 Support Lead to lead the daily operations, performance, and development of our frontline Support Specialists team.

Today, Patmos supports services including colocation, dedicated servers, networking, hosting, domains, and related technology solutions. As we continue to grow, the services and technologies supported by this team will continue to expand.

The Tier 1 Support Lead is responsible for ensuring a consistent, responsive, and high-quality customer support experience while maintaining operational readiness across the Tier 1 Support organization. This role provides daily leadership for Support Specialists, coordinates priorities and workload, monitors queue health and service performance, coaches team members, and serves as the first point of leadership escalation for customer-facing support issues.

This is a hands-on leadership role. The Tier 1 Support Lead is expected to remain close to the work, support customers when needed, guide the team through complex situations, and help build the processes, documentation, and operating practices required for Support to scale.

Success in this role requires strong technical judgment, excellent communication skills, a service-oriented mindset, and a passion for developing people. The ideal candidate enjoys solving problems, leading through ambiguity, building high-performing teams, and continuously improving the customer experience.

Customer Experience Leadership

• Own the quality and consistency of customer interactions delivered by the Support Specialists team.
• Ensure customer communications are professional, accurate, timely, and aligned with established service expectations.
• Monitor customer experience trends, ticket quality, and service delivery performance.
• Serve as an escalation point for customer concerns requiring leadership involvement.
• Advocate for customer needs while balancing operational priorities and business objectives.
• Identify opportunities to reduce customer effort and improve the overall support experience.

Team Leadership & Development

• Provide daily leadership, prioritization, and workload coordination for the Support Specialists team.
• Coach and develop team members through regular feedback, performance discussions, and development planning.
• Support hiring, onboarding, and training efforts.
• Identify skill gaps and create opportunities for continued technical and professional growth.
• Foster a culture of accountability, continuous learning, ownership, and service excellence.
• Help develop Support Specialists into future Tier 2 technical talent and future leaders.

Operational Ownership

• Maintain awareness of queue health, staffing levels, service performance and operational risks.
• Coordinate workload distribution and support priorities.
• Monitor operational metrics and identify trends requiring corrective action or process improvement.
• Ensure operational continuity during staffing challenges, periods of increased demand, customer-impacting events, or other service disruptions.
• Lead shift handoffs and operational communications.
• Ensure the Tier 1 Support team remains prepared, staffed, and equipped to deliver consistent service.

Incident & Escalation Management

• Serve as the primary leadership escalation point for Tier 1 operational issues.
• Coordinate customer communication during incidents and customer-impacting events.
• Escalate complex technical issues appropriately to Tier 2 Support, Infrastructure, and other technical teams.
• Maintain ownership and visibility throughout escalated issues to ensure continuity of customer communication.
• Participate in post-incident reviews and continuous improvement efforts.
• Provide calm, clear leadership during high-pressure situations.

Process Improvement & Knowledge Management

• Maintain and improve SOPs, runbooks, knowledge articles, and operational documentation.
• Partner with Tier 2 Support and other technical teams to improve workflows and support processes.
• Identify recurring issues suitable for documentation, automation, or training.
• Help transform tribal knowledge into repeatable and scalable processes.
• Drive continuous improvement across the Tier 1 Support organization.

About Us

Patmos Hosting, Inc. delivers Freedom as a ServiceTM, providing organizations with an independent alternative to Big Tech's commercial constraints, censorship, cancellation and deplatforming. Patmos owns and operates datacenter infrastructure with decentralized connectivity, open peering, and free Internet Exchange hosting, ensuring resilience and true independence. Its services span multi-megawatt colocation for AI and hyperscale workloads, GPU/high-performance compute, custom data centres, domains, web and cloud hosting, colocation and tailored website and application development.

Founded in 2022, Patmos is headquartered in Kansas City, MO, with teams and datacentres/locations in Kansas City, Dallas, Phoenix, Denver.

Why Join Us

Be part of a mission-driven company defending free speech and internet freedom.

At Patmos, you'll help protect online expression while ensuring legal compliance. Our team is shaping the future of digital freedom by building secure, high-performance internet infrastructure. We value privacy, innovation, and individual liberty-creating a purpose-driven, collaborative environment where your work matters.

Benefits include:

• Unlimited PTO
• 401(k) match (4%)
• Health, dental, & vision insurance
• Short and long term disability
• Life insurance (company paid and supplemental available)
• Generous parental leave, baby bonuses, marital bonuses, and other family-friendly perks
• 14 observed paid holidays that include solemnities

Patmos is an equal opportunity employer and proud member of the Catholic Benefits Association offering employee benefits that promote the dignity of the human person, the dignity of work, and the common good.