Customer Support Team Lead
Core
Lead a hybrid customer support team for a SaaS practice management suite, managing real-time queue health, coaching specialists, and driving operational improvements.
Role type
Senior IC Customer Support Team Lead (hybrid)
Builds
Customer support operations for accounting firm practice management software
Domain
B2B SaaS / Accounting Practice Management
Required skills
Real-time queue management, team coaching and performance review, operational logistics coordination, new-hire ramping, incident response leadership, knowledge base maintenance, AI tool implementation, process improvement, stakeholder communication, data-driven decision making
Preferred skills
Accounting or tax industry experience, workforce management modeling, QA program calibration, AI support assistant training, large-scale enablement content creation
Technologies
Intercom, Salesforce, Jira, Slack, Google Suite
Responsibilities
Monitor and rebalance live support volume across chat, phone, and email channels; resolve complex customer escalations; coach team members through performance reviews and 1:1s; manage shift scheduling, coverage, and PTO logistics; lead new-hire shadowing and nesting programs; coordinate incident response during system outages; maintain and update macros and knowledge base content; implement AI workflows to streamline operations.
Seniority
Senior, hands-on IC with leadership responsibilities