Customer Support Team Lead - Overnight

About the Opportunity

The organization is seeking a Customer Support Team Lead - Overnight to coach and develop a dedicated support team while ensuring exceptional service delivery during overnight hours. This full-time remote role balances real-time customer support with operational leadership, team coaching, and process improvement to serve as a vital resource for both agents and customers.

Work Location and Schedule

• Location: Remote (United States)
• Employment Type: Full time
• Shift: Tuesday through Saturday, 11:00 PM – 7:00 AM EST

Key Responsibilities

• Drive customer satisfaction by ensuring high-quality, responsive service across all overnight support interactions.
• Respond quickly and accurately to agent questions, empowering the team to resolve customer issues promptly.
• Track and act on live shift metrics to maintain operational standards, addressing omnichannel ticket volume, customer wait times, and escalations.
• Monitor calls, emails, chats, and other customer touchpoints for quality assurance and provide regular feedback to agents.
• Conduct regular 1:1 meetings with team members to evaluate performance, attendance, productivity, work quality, and collaboration, turning feedback into actionable improvements.
• Model professional best practices and team operational standards.
• Develop deep subject matter expertise on the organization's products and platform to resolve complex issues scalably.
• Identify root causes of recurring support inquiries and collaborate cross-functionally to improve internal resolution tools and workflows.

Required Qualifications

• 3+ years of experience in a leadership or supervisory role directly managing and developing customer support agents.
• 4+ years of experience in a remote customer support role within fintech or technology startup environments.
• Recent customer support experience.
• Hands-on experience with customer support tools and ticketing systems such as Zendesk, Intercom, or similar platforms.
• Proven track record of leading projects, improving support processes, and enhancing customer satisfaction.
• Strong written and verbal communication skills.
• Proactive, data-driven problem-solving capabilities with strong critical thinking skills.
• Demonstrated ability to translate ideas into concrete actions and drive performance results.
• Comfort adopting new technologies and leveraging modern software tools effectively.

Preferred Qualifications

• Recent customer support experience within a fast-paced environment.

Compensation and Benefits

• Base Salary: $60,000 – $70,000 per year
• Company equity
• Health coverage options
• Paid time off
• Retirement savings plan with employer matching
• Professional development and career growth opportunities

The stated base salary range is based on current market data and may adjust as market conditions evolve. Exact compensation will be determined by candidate qualifications, relevant experience, skillset, and other applicable factors.