Customer Support Team Lead

Platphorm · United States · $85k – $110k · posted today ago

customer-support qa remote jobs in united states

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About this role

Do you love solving tough customer problems and helping a team do its best work? Want to shape a brand-new role on a small, dedicated team? Then we’d love to meet you! We are looking for an experienced Customer Support Team Lead with a strong background in online communities and email-based support, and a knack for raising the bar for everyone around them.

Platphorm, LLC builds innovative multi-modal information exchanges and provides a soup-to-nuts system that allows businesses to build scalable, reliable marketplaces where buyers pay sellers for information delivered by voice, mail, chat, SMS, or recorded phone message.

The marketplace we’ve built enables anyone to provide fee-based advice in their area of expertise, at a price of their choosing, and for others to find them and pay for a conversation. The interaction can take place over the phone, cam, chat, text, or email.

The Job:

As our Customer Support Team Lead, you’ll be a player-coach: an expert frontline agent who also owns the day-to-day health of our support operation. You’ll spend about 60% of your time on frontline support and 40% on lead responsibilities. You will:

Handle all frontline support duties, taking the most complex, sensitive, and escalated tickets
Monitor queue health daily, including response times, backlog, and weekend coverage
Serve as the team’s first escalation point, and own technical escalations to Engineering from report to resolution, keeping affected customers updated
Maintain our Help Center: keep articles accurate and fill gaps based on recurring tickets
Maintain internal support documentation, saved replies, and macros
Track and report weekly and monthly support metrics, and flag trends with a recommended fix
Review ticket quality and coach the team with regular, specific feedback
Be the direct manager for our Customer Support Representatives: hold regular 1:1s, write performance reviews, manage schedules, and help hire for the team

Requirements:

Comfortable with adult content
5+ years of experience in a customer support role focused on online support for a technical product
1+ years leading others, formally or informally, through training, ticket quality review, mentoring, or supervising
Experience as a people manager
Experience maintaining a help center or knowledge base
Comfort tracking support metrics and turning them into clear, actionable reports
Strong written communication skills, including writing for customers who are frustrated or upset
Understanding of online communities and experience as an online community member
Thrive in a small team environment and are willing to help out with duties outside the scope of your job
Must be comfortable working with multiple customer bases from different communities such as personal advice, dating, and adult websites
Available for occasional weekend on-call coverage
Able to travel twice a year for company all-hands