Leading a remote full-time Support Team, the Support Team Lead will manage frontline operations, coach team members, and handle escalated cases while ensuring high-quality service and proactive improvements. Key responsibilities Provide frontline support by managing tickets and chat, while also coaching team members and conducting performance reviews Monitor team metrics, track customer satisfaction, and identify trends to improve service delivery Maintain the internal knowledge base and oversee the team's social media support operations Required qualifications Several years of experience in customer support or customer experience, with leadership responsibilities Proven track record in developing team members through training and mentoring Experience handling complex escalations and sensitive customer situations Familiarity with help desk platforms, such as HubSpot, and knowledge base tools Ability to work flexible hours during traditional business hours in the Mountain Time Zone