Client Support Team Lead

Accountabilities: Lead, develop, and motivate a remote team of 8–12 Client Support Coordinators by establishing clear expectations, providing actionable feedback, and fostering an inclusive, accountable, and client-focused environment. Monitor individual and team performance across productivity, service quality, customer satisfaction, and employee behaviors, using performance data to identify trends and implement targeted coaching and development plans. Oversee daily support operations, including workflow coordination, scheduling, shift approvals, team meetings, reporting, and staffing coverage. Manage escalations involving complex, sensitive, or urgent client concerns, ensuring timely resolutions and appropriate communication. Lead change adoption and continuous improvement initiatives by translating organizational priorities into practical team plans and supporting the implementation of new processes and service strategies. Develop peer coaches and strengthen team capabilities through coaching programs, knowledge sharing, and employee development initiatives. Partner with cross-functional teams on customer experience programs, service improvements, and broader operational initiatives. Support recruiting activities, including candidate assessment and selection, to help build a high-performing support organization. Leverage AI-enabled technologies, reporting tools, and support platforms to identify operational trends, improve coaching effectiveness, streamline workflows, and enhance team performance. Provide on-call support outside standard business hours when needed to address urgent client escalations, operational issues, or brand-sensitive situations. Requirements At least 4 years of customer or client support experience across multiple channels, including phone, email, and chat, with 2–3 years of direct experience leading client-facing teams. Demonstrated experience coaching, developing, and managing individual contributors, including setting performance expectations, providing feedback, addressing performance concerns, and building engaged, resilient teams. Strong understanding of customer support performance metrics, including productivity, quality, and client satisfaction, with the ability to interpret trends and turn insights into actionable improvements. Experience managing day-to-day team operations, including workflow coordination, scheduling, shift approvals, meetings, and performance reporting in a fast-paced service environment. Excellent written and verbal communication skills, with the ability to provide clear direction, navigate challenging conversations, resolve escalations, and build productive cross-functional relationships. Strong organizational, time-management, and problem-solving skills, with the ability to prioritize competing demands, exercise sound judgment, and guide teams through ambiguity and change. Experience leading remote teams through personalized coaching, intentional engagement, and effective performance management. Comfort using customer support platforms, performance management systems, project management tools, and AI-enabled technologies to improve operational effectiveness. Ability to provide on-call support outside standard business hours when urgent situations arise. Ability to work at a computer for extended periods and communicate effectively both verbally and in writing. Experience with Freshservice or comparable customer support and ticket-management platforms is a plus. Experience supporting recruiting, interviewing, and selection for customer support roles is desirable. Familiarity with change management, service process improvements, peer coaching, team learning, and employee development initiatives is advantageous. Experience contributing to cross-functional customer experience programs, including social care, client engagement, or service improvement projects, is beneficial. Experience using AI-powered tools to improve coaching, reporting, workflow management, or customer support operations is an advantage. Benefits Annual salary range: $60,000–$95,000 USD for US-based employees. The applicable range depends on geographic area, professional background, experience, location, and other relevant factors. Medical, dental, vision, and additional employee benefits. Remote work opportunity within the United States. Opportunities for professional development and career growth. The chance to lead and develop a remote team while contributing to personalized customer experiences. An innovative work environment combining human expertise, data science, and AI-enabled technology. A collaborative culture that values diverse perspectives, continuous improvement, accountability, and customer-focused decision-making.