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Open nowPosted 31 days ago

Customer Support Team Lead(Freelance)

taroko4 open roles

Where
Remote job, Remote
Work mode
Remote
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Your applicationOpen nowCustomer Support Team Lead(Freelance)taroko · Remote job, Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on taroko's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 31 days ago

The posting

Key Responsibilities

Team Leadership & Performance

  • Lead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets.
  • Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required.
  • Set team goals, track KPIs, and report performance trends to leadership.

Billing & Escalations

  • Oversee subscription and billing operations — renewals, cancellations, refunds, payment issues, disputes, and chargebacks.
  • Act as the final escalation point for complex or high-risk customer complaints.

Systems & Technology

  • Own the Customer Support tech stack — CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements.
  • Lead or support CRM migrations, new tool implementations, integrations, testing, and rollouts.
  • Implement and optimize AI/LLM-powered support processes — chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs.

Data & Reporting

  • Build and maintain reporting on team and support-wide performance; turn data into actionable process improvements.
  • Analyze trends in ticket volume, CSAT, and escalations to identify systemic issues.

Process & Documentation

  • Maintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls.

Required Experience & Skills

  • 3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business.
  • Strong understanding of US customers, service expectations, billing practices, and consumer escalation norms.
  • Proven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity).
  • Hands-on administration of a CRM/support platform such as Freshdesk, Zendesk, Intercom, workflows, automations, integrations, and reporting.
  • Experience with CRM migrations, system implementations, or major support technology changes.
  • Practical experience implementing AI/LLM solutions in Customer Support (bots, automation, agent-assist workflows).
  • Strong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks.
  • Experience with QA frameworks, coaching, training, performance management, and process improvement.
  • Advanced proficiency in data analysis (Excel/Sheets required).

What We're Looking For

A proactive, technically capable leader who manages people, systems, and performance in equal measure — someone who spots problems early, uses data to find root causes, and improves Customer Support through stronger process, technology, automation, and accountability.

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on taroko's form

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    An application in CV Rocket: every answer filled in on the employer's form.

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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