Tier I Support Team Lead - Remote

Overview

The Tier I Support Team Lead is responsible for leading and developing frontline support agents in a remote-first environment. The role emphasizes coaching, performance management, and ensuring high-quality customer interactions.

In Short

• Lead and develop frontline agents through coaching and feedback.
• Ensure high performance standards are met across the support team.
• Monitor key performance indicators and intervene as necessary.
• Collaborate with QA to maintain quality and consistency in support.
• Create an accountable and supportive team culture.
• Identify gaps in training and processes for continuous improvement.
• Engage in daily presence on the floor to support agents.
• Drive operational improvements and scale support effectively.
• Work closely with other team leads and management for alignment.
• Encourage feedback and performance ownership among agents.

Requirements

• 3-6 years of experience in customer support, preferably in a SaaS environment.
• 1-2 years in a leadership or coaching role.
• Strong passion for developing others while maintaining performance standards.
• Experience with support tools like Salesforce or similar.
• Bilingual in Spanish and English is a plus.
• Ability to manage performance metrics effectively.
• Strong communication skills and ability to give constructive feedback.
• Experience in high-volume environments.
• Structured and calm leadership style.
• Experience in restaurant or marketplace support is advantageous.

Benefits

• Comprehensive health coverage.
• Remote-first workplace.
• Unlimited PTO.
• Additional fun perks.