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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Job type:

Remote job

Tags

  • swift
  • training
  • support
  • lead
  • operations
Sent 54 days ago
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