Customer Support Lead

As the Customer Support Lead, you’ll work on the frontlines with our Customer Support team — resolving queries, coaching team members, and driving operational improvements. You’ll be responsible for ensuring timely, high-quality responses, identifying trends, and escalating systemic issues to improve the product and support function. You’ll lead by example and help shape a high-performing, customer-centric team. The role involves resolving customer queries directly via the help desk, monitoring team performance, providing coaching, handling escalations, tracking support metrics, identifying recurring issues, creating feedback reports, maintaining support content, and collaborating with product and engineering teams. The candidate must have flexibility of weekend/evenings work.