Team Lead Customer Support
Core
Lead a remote Customer Support team serving US-based home repair masters, managing operations, quality control, and process improvement to drive conversion.
Role type
Senior Team Lead, Customer Support
Builds
Customer support operations and processes for a US-based home repair marketplace
Domain
Home services / Remote support operations
Deliverable
dashboards & analysis
Required skills
Team leadership, KPI management, process optimization, training & onboarding, script analysis, cross-functional collaboration
Preferred skills
Experience in logistics or service niches, data-driven problem solving
Technologies
KPI tools, CRM systems, communication platforms
Responsibilities
Plan and organize team work, monitor and analyze team KPIs, conduct 1:1s and provide feedback, train new employees, analyze workflows and propose improvements, work with scripts to analyze effectiveness and initiate changes, interact with other department heads including Sales
Seniority
Senior, hands-on IC with team management
