Customer Support Team Lead for US-Based Company

Paired · Colombia · posted today ago

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About this role

Paired is a global staffing and recruiting agency that connects talented professionals with US-based companies. We help businesses find exceptional remote talent and support candidates throughout the hiring process.

Our client is a US-based company that provides leads to real estate investors and is expanding into home services. The team moves quickly, uses data to make decisions, and takes customer problems seriously.

About the role

We’re looking for a hands-on Customer Support Team Lead to manage the day-to-day support function within the Customer Success team. You’ll guide the support team while also working directly with customers through tickets, calls, texts, and voicemails. You’ll be responsible for timely responses, strong service quality, and resolving issues thoroughly.

What you’ll do

Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
Handle complex or sensitive customer issues and follow them through to resolution.
Review support conversations and coach the team on accuracy, empathy, and professionalism.
Track response times, resolution rates, customer satisfaction, and support quality.
Create clear processes, training materials, and knowledge base resources.
Help onboard and train new support team members.
Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
Identify opportunities to use automation and technology to make support more efficient.

Requirements

3+ years of experience in customer support, customer service, or another B2B customer-facing role.
Excellent written and spoken English.
Experience guiding teammates, training others, or improving support processes.
Strong judgment when handling frustrated customers and escalations.
An organized, detail-oriented approach to managing multiple requests.
Comfort using ticketing platforms, CRMs, and reporting tools. The team uses Freshdesk and GoHighLevel.
A problem-solving mindset and the ability to work across teams.

Experience in real estate is a plus.

What success looks like
Customers receive fast, complete answers; more issues are resolved without repeat contacts or unnecessary escalations; and the team has clear processes that help it deliver consistently excellent support.