Customer Support Lead

Location

Brooklyn, New York, United States

Salary

80000 - 120000 a year (US Dollars)

Description

About the role:

Supervise and mentor a team of 10+ customer support agents to achieve high performance
Conduct regular one-on-ones, provide feedback, and support professional development
Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met
Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times
Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency
Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights
Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Who you are:

Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
3+ years in customer support, with at least 1 year in a leadership role
Analytical mindset with the ability to interpret performance metrics and derive actionable insights
Strong leadership, team management, and coaching abilities
Excellent written and verbal communication skills

Even better if you have:

Strong understanding of fantasy sports platforms, common user issues, and seasonal trends
Proficiency with customer support tools such as Intercom, Zendesk or similar

Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
16 weeks of fully paid parental leave
A $500 home office allowance
A connected virtual first culture with a highly engaged distributed workforce
5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

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