Customer Support Team Lead for US-Based Company (Remote)
Paired is a global staffing and recruiting agency that connects talented professionals with US-based companies. We help businesses find exceptional remote talent and support candidates throughout the hiring process.
Our client is a US-based company that provides leads to real estate investors and is expanding into home services. The team moves quickly, uses data to make decisions, and takes customer problems seriously.
About the role
We’re looking for a hands-on Customer Support Team Lead to manage the day-to-day support function within the Customer Success team. You’ll guide the support team while also working directly with customers through tickets, calls, texts, and voicemails. You’ll be responsible for timely responses, strong service quality, and resolving issues thoroughly.
What you’ll do
- Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
- Handle complex or sensitive customer issues and follow them through to resolution.
- Review support conversations and coach the team on accuracy, empathy, and professionalism.
- Track response times, resolution rates, customer satisfaction, and support quality.
- Create clear processes, training materials, and knowledge base resources.
- Help onboard and train new support team members.
- Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
- Identify o
