Customer Support Lead

New

Skills

Communication Tools Crm Hubspot

Job Overview

Lead a team of Team Captains and their teams to drive performance, provide real-time coaching, navigate escalations, and drive improvements through the use of AI tools like Claude and Fellow. Collaborate with Market Specialists, Training, Product teams to align goals. Responsible for operations management including queue health, escalations, and workflows. Cultivate a feedback-focused culture and ensure accountable engagement.

Responsibilities

Lead 4–6 Team Captains and their teams
Coaching in real time and handling escalations
Utilize AI tools like Claude and Fellow
Collaborate with other departments to align goals
Own and manage operations including queue health and workflows

Requirements & Qualifications

3–5 years progressive leadership in CS or contact centre
Frontline experience before moving into leadership
Experience in developing team leads or supervisors
Highly organized and able to balance competing priorities
Familiarity with contact centre software, CRM, Claude and Fellow; HubSpot knowledge is a plus
Excellent communication skills with conflict resolution ability under pressure

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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