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Customer Support Lead

7/9/2025

Remote

Job Summary

A company is looking for a Customer Support Lead to manage day-to-day operations across customer-facing channels.

Key Responsibilities
  • Own agent performance metrics and drive improvements in customer satisfaction and quality scores
  • Collaborate with cross-functional teams to ensure quality standards are met in automated and human interactions
  • Develop operational feedback loops and reporting mechanisms to inform business decisions and improve support readiness
Required Qualifications
  • 5+ years of experience in customer support or operations, preferably in a B2C fintech or financial services environment
  • Experience managing frontline teams and optimizing multi-channel support
  • Deep experience with support technology stacks, including CRM and automation tools
  • Highly analytical mindset with the ability to derive insights from data
  • Experience working with BPOs or outsourced vendors is a plus