Customer Support Team Lead - Overnight

Role overview

Lead an overnight customer support team serving customers around the clock. This remote role balances direct help for agents and customers with coaching, quality reviews, shift performance management, and process improvement. The schedule is Tuesday through Saturday, 11 p.m. to 7 a.m. Eastern time.

Responsibilities - Answer agent questions promptly and help the team resolve customer issues accurately and efficiently. - Track live shift measures such as ticket handling, wait times, and escalations, and act on service gaps as they arise. - Review calls, emails, chats, and other customer interactions; provide regular, practical feedback to agents. - Hold ongoing one-to-ones covering performance, attendance, work quality, productivity, and teamwork, and turn feedback into improvement actions. - Serve as a product subject matter resource and model effective support practices for the team. - Investigate recurring customer problems and work with other teams to improve resolution tools and processes.

Requirements - At least three years leading and developing customer support agents, plus at least four years in remote support within fintech or technology startup settings. - Recent support experience, preferably in a fast-paced environment, and familiarity with tools such as Zendesk, Intercom, or similar ticketing systems. - Demonstrated ability to lead projects, improve support processes, and strengthen customer experience. - Strong written and verbal communication, sound judgment, and data-informed problem solving. - A proactive leadership approach, with curiosity, humility, adaptability, and comfort adopting new tools.

Benefits and work setup - Remote work on the stated overnight schedule, with a base salary range of $60,000–$70,000 and equity eligibility. - Health plan options, responsible time off, 401(k) matching, career development support, commuter benefits, meals and snacks, and an annual company gathering.