To support a dynamic Customer Support Team, the full-time remote Customer Support Lead will provide advanced technical support, coordinate daily operations, and mentor team members while serving as the primary escalation point for complex customer issues. Key responsibilities Troubleshoot complex support issues and monitor support queue health to ensure service level agreements are met Lead daily Support Scrum meetings and facilitate communication of priorities and progress among team members Mentor and coach Customer Support Specialists, providing guidance on technical skills and case management best practices Required qualifications 4+ years of customer support experience with advanced product knowledge and troubleshooting expertise Demonstrated ability to lead and mentor peers, with experience in training or guiding team members Strong customer service and conflict resolution skills, with a consistent record of meeting performance expectations Ability to analyze support trends and identify opportunities for process improvement Proficiency in Microsoft Office, Teams, and support management systems