Customer Support Team Lead - Overnight

Role overview An overnight leadership role on a 24/7 customer support team serving independent truck drivers and small fleet operators. The position blends real-time customer support with people management, performance coaching, and operational excellence during late-night shifts. It is fully remote and ideal for a hands-on leader who thrives in a fast-paced fintech or marketplace environment.

Responsibilities - Lead and coach a team of overnight support agents, providing real-time guidance on customer interactions. - Monitor live shift metrics including ticket handling, customer wait times, and escalations, taking action when service levels slip. - Conduct quality reviews of calls, emails, and chats, delivering frequent and specific feedback to each agent. - Run recurring 1:1s focused on performance, attendance, productivity, and career growth. - Serve as a subject matter expert on the product, helping agents resolve complex issues on the spot. - Identify recurring customer pain points and partner with cross-functional teams to improve tools and processes.

Requirements - 3+ years leading or supervising customer support agents combined with 4+ years of remote support experience in fintech or a tech startup. - Proficiency with ticketing platforms such as Zendesk, Intercom, or comparable tools. - Recent experience in a high-volume, fast-paced support environment. - Strong written and verbal communication skills, with a data-driven approach to problem solving. - Demonstrated success leading projects and improving customer experience metrics.

Benefits and work setup - Remote position with a fixed overnight shift of Tuesday through Saturday, 11:00 PM to 7:00 AM EST. - Base salary range of $60,000 to $70,000 plus equity in a high-growth startup. - Health benefit options, commuter benefits, meals and snacks, 401(k) matching, and paid time off. - Annual in-person company offsite and a collaborative culture focused on career growth.