Customer Support Team Lead - Remote

Overview

As a Support Team Lead (Manager), you own the day-to-day execution of Wagmo’s Customer Support function through strong people leadership and operational rigor.

In Short

• Lead and develop a team of approximately 5 remote Support Associates.
• Set clear expectations for performance, quality, and customer experience.
• Build a culture of trust, accountability, and continuous improvement.
• Own the day-to-day execution of customer support.
• Serve as the primary escalation owner for complex customer issues.
• Operationalize support processes for consistency and scale.
• Identify gaps in current operations for high-impact improvements.
• Monitor queues and workload to meet SLAs.

Requirements

• Proven experience managing a customer support team.
• Strong track record of leading a small team.
• Ability to handle escalations and high-stakes situations.
• Experience in operational rigor and process building.
• Strong communication skills for feedback delivery.
• Ability to operate in a fast-moving environment.
• Familiarity with modern support tooling.

Benefits

• Comprehensive health, vision, and dental coverage.
• HSA/FSA.
• 401(k) retirement planning with employer matching.
• Unlimited paid time off.
• Annual company holidays and recharge days off.
• 12 weeks parental leave for eligible employees.
• Company paid pet wellness and insurance plans.
• Regular company-wide events and team gatherings.