Customer Support Team Lead - Remote

Overview

The Customer Support Team Lead at Weave Support is responsible for ensuring high levels of customer satisfaction through effective team management and support. This role involves coaching and mentoring team members, monitoring performance metrics, and managing team activities to optimize customer support.

In Short

• Monitor chat queues to ensure timely responses to customer inquiries.
• Provide feedback and metrics to team members regularly.
• Handle escalations and conduct performance improvement meetings.
• Manage team schedules and approve PTO requests.
• Create content for internal knowledge bases.
• Work with leadership to identify trends in team performance.
• Prioritize workloads for maximum impact.
• Coach and mentor Tier 1 support staff.
• Ensure team members have necessary resources for success.
• Foster a positive and supportive team environment.

Requirements

• Ability to work full-time US hours (8-5pm Mountain Time).
• Proficiency in English.
• Strong organizational skills.
• Excellent people skills for mentoring and coaching.

Benefits

• Opportunity to lead and develop a support team.
• Work in a supportive and inclusive environment.
• Be part of a company that values customer and employee satisfaction.