Client Support Team Lead

In this role, you will lead a remote team of 8–12 Client Support Coordinators, helping deliver personalized, high-quality service across phone, chat, and email. You will combine people leadership with operational oversight, coaching team members, strengthening performance, and ensuring an exceptional client experience. Working in a fast-paced, technology-driven environment, you will use performance data and customer insights to identify opportunities for improvement and achieve operational goals. You will also guide teams through organizational changes, support new service initiatives, and collaborate across functions to improve support processes. By leveraging AI-enabled tools and modern technologies, you will help streamline workflows and enhance team effectiveness. This is an opportunity to develop talent, foster a collaborative remote culture, and make a measurable impact on customer satisfaction and service quality.

• 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.