Customer Support Team Lead - Overnight

Role overview Lead an overnight customer support team serving independent truckers on a fintech marketplace that operates 24/7/365. The role blends real-time customer escalation handling with people management, performance coaching, and quality assurance during late-night hours. It suits a hands-on leader who enjoys developing agents and driving operational excellence in a fast-paced, mission-driven environment.

Responsibilities - Coach and support a team of overnight support agents, responding quickly to their questions so customer issues are resolved promptly - Monitor live shift metrics such as ticket handling, wait times, and escalations, and take action when the team drifts from service standards - Quality-monitor calls, emails, chats, and other customer interactions, delivering frequent, specific feedback to agents - Run ongoing 1:1s covering performance, attendance, work quality, productivity, and teamwork, and turn feedback into concrete next steps - Serve as a deep subject matter expert on the product, solving immediate issues with an eye toward scalable, sustainable solutions - Identify root causes of recurring customer problems and partner with cross-functional teams to build better resolution tools and processes

Requirements - 3+ years in a leadership or supervisory role directly managing and developing customer support agents - 4+ years in a remote customer support role within fintech or tech startup environments - Hands-on experience with support tools such as Zendesk, Intercom, or similar ticketing platforms - Proven ability to lead projects, improve processes, and raise the bar on customer experience - Strong written and verbal communication skills, with a data-driven and proactive problem-solving style

Nice to have - Comfort adopting new technology and leveraging AI-enabled tools to work more effectively - A growth mindset with curiosity, humility, and the ability to translate ideas into action

Benefits and work setup - Remote position, Tuesday through Saturday, 11:00 PM to 7:00 AM EST - Base salary range of $60,000 to $70,000 plus equity - Health benefit options, commuter benefits, 401(k) matching, and a responsible time off policy - Lunch and snack stipend, collaborative high-growth culture, and an annual company-wide offsite event