Customer Support Team Lead - Overnight

Role overview Lead a remote overnight customer support team for a fast-growing trucking and logistics marketplace serving small fleet operators. The role blends real-time customer support with agent coaching, performance management, and operational excellence during overnight shifts.

Responsibilities - Coach and support agents handling inbound inquiries across phone, email, and chat channels. - Track live shift metrics including ticket handling, customer wait times, and escalations to keep service quality on target. - Monitor customer interactions for quality assurance and deliver frequent, specific feedback to agents. - Run recurring one-on-ones covering performance, attendance, work quality, productivity, and teamwork, and turn feedback into action steps. - Serve as a deep subject matter expert on the product to resolve immediate issues with an eye toward scalable fixes. - Identify root causes of recurring customer problems and collaborate with cross-functional teams on better tools and processes.

Requirements - At least three years in a leadership or supervisory role directly managing and developing customer support agents. - At least four years in a remote customer support role within fintech or tech startup environments. - Experience with support platforms such as Zendesk, Intercom, or comparable ticketing systems. - Recent customer support experience in a fast-paced setting. - Strong written and verbal communication skills and a proactive, data-driven problem-solving style. - A natural leader who turns ideas into action and drives measurable results.

Benefits and work setup - Fully remote position. - Commuter benefits plus lunches and snacks. - Competitive salary and equity in a high-growth startup. - Multiple health benefit options, responsible time off, and 401(k) matching. - Annual company offsite event. - Salary range of sixty thousand to seventy thousand U.S. dollars.