Customer Support Team Lead

What you'll do

• Own daily support operations: manage queues, SLAs, triage, and escalations.
• Build and maintain scalable systems and rhythms that drive measurable improvements in core support metrics (call answer rate, first response time, task backlog).
• Report on core metrics regularly (daily/weekly/monthly) to team and other stakeholders, reflecting on and sharing drivers and active efforts to improve metrics.
• Lead strategic team planning and reviews: plan and run quarterly planning, retrospectives, and weekly cadences.
• Recruit, coach, and develop team members, setting a high-performance bar with clear, actionable feedback.
• Collaborate cross-functionally with Product, Engineering, Operations, Sales, and Customer Success to resolve issues and remove blockers.
• Model hands-on leadership by jumping into support tasks when needed to set the standard.

What we're looking for

• 8+ years of customer support leadership, including at least 2+ years of direct people management (hiring, coaching, performance management, exits).
• Experience building a team at a fast growing, ever-changing startup environment.
• Hands-on ownership of daily support operations (queue health, SLA adherence, triage, escalations).
• Ability to set up lightweight metrics tracking (CSAT, first-response time, backlog) and deliver measurable improvements.
• Strong operator who can set priorities, run planning/review cadences, and act decisively in a lean, fast-changing environment.
• Comfortable jumping into the queue when needed to model standards and support the team.
• Experience collaborating cross-functionally with Product, Engineering, and Customer Success to resolve issues and remove blockers.
• Exposure to technical troubleshooting (domains, DNS) and advanced CX tools (Zendesk/Intercom automation, QA frameworks, macros at scale).
• Background in process design and scaling (SOPs, onboarding playbooks, or leading through rapid growth).

Who you are

• A metrics-driven leader who develops team members through clear feedback, coaching, and high standards.
• A hands-on operator who thrives in ambiguity and brings structure as the team scales.
• Decisive and pragmatic, with a strong bias for action in fast-changing environments.
• A collaborative partner who works transparently across Product, Engineering, and Customer Success.
• Driven to deliver excellent customer experiences and to build a support org that contributes to long-term success.

What we offer

• $110k-$140k + equity
• Full Medical, Dental, and Vision Health Coverage
• Computer and workspace enhancements
• 401(k) plan (non-matching)
• Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
• Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros
• Company-paid Wellhub membership for fitness and wellness
• Dinner covered with Uber Eats + a stocked kitchen to keep you fueled.