Customer Support Team Lead

About This Role

We need a Customer Support Team Lead to manage our support team and ensure every customer has an outstanding experience. You'll set quality standards, coach team members, and handle escalated issues while maintaining our commitment to fast, friendly, and helpful support.

What You'll Do

• Lead and mentor a team of 5-8 customer support representatives
• Set performance standards and conduct regular quality assurance reviews
• Handle escalated customer issues including complex order problems and complaints
• Develop and maintain support documentation, FAQs, and canned responses
• Monitor support metrics (response time, resolution time, CSAT, first-contact resolution)
• Conduct weekly team meetings, 1:1s, and training sessions
• Collaborate with operations and engineering to report and resolve recurring customer issues
• Help develop and implement new support processes and tools

What We're Looking For

• 3+ years of customer support experience with at least 1 year in a leadership or senior role
• Proven ability to manage and develop support team members
• Experience with help desk and ticketing systems (Zendesk, Intercom, or Freshdesk)
• Strong written and verbal communication skills with a customer-first mindset
• Ability to handle difficult situations with empathy, patience, and professionalism
• Experience with support metrics analysis and process improvement
• Knowledge of e-commerce order lifecycle and common customer issues
• Ability to work flexible hours including occasional weekends during peak periods

Nice to Have

• Experience in custom merchandise, print-on-demand, or apparel support
• Familiarity with CRM systems and customer data platforms
• Experience building self-service knowledge bases and chatbot flows
• Bilingual skills (English/Spanish)
• Background in training and development

Benefits & Perks

• Competitive salary with performance bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) with company match up to 4%
• Unlimited PTO with minimum 15 days encouraged
• Professional development budget ($2,000/year)
• Employee merchandise discount (50% off all products)
• Home office stipend for remote roles ($1,500 one-time)
• Quarterly team retreats and company events
• Parental leave (12 weeks paid)
• Mental health and wellness programs