Client Support Team Lead

Role overview

Lead a remote team of 8–12 client support coordinators delivering personalized service over phone, chat, and email. The role combines day-to-day operations with coaching, performance management, escalation handling, and continuous improvement as service needs and processes evolve.

Responsibilities

- Set expectations, coach team members, provide performance feedback, and support their development in an inclusive, accountable team environment. - Track productivity, service quality, client satisfaction, and other performance indicators; use trends to guide coaching and improvement plans. - Coordinate daily workflows, scheduling, shift approvals, meetings, reporting, and coverage. - Resolve complex or sensitive client issues and maintain consistent service practices. - Turn organizational priorities into practical team plans, support new processes, and develop peer coaches. - Partner across teams and use reporting, AI-enabled tools, and other technology to identify trends and improve coaching and operations.

Requirements

- At least 4 years of customer or client support experience across phone, email, and chat, including 2–3 years leading client-facing teams. - Experience coaching and managing individual contributors, setting expectations, addressing performance concerns, and building engaged teams. - Ability to interpret support metrics and turn performance trends into useful coaching or operational changes. - Experience coordinating daily service operations, including workflows, schedules, meetings, and reporting. - Strong written and verbal communication, including the judgment to handle difficult conversations and escalations. - Strong organization, time management, and problem-solving skills, with the ability to manage competing priorities and lead through change.

Nice to have

Experience with remote team leadership, cross-functional customer experience programs, or AI-enabled tools for coaching, reporting, workflow management, or support operations.

Benefits and work setup

This is a remote team leadership role. The source lists medical, dental, vision, and other benefits. The stated US salary range is $60,000–$95,000, with pay depending in part on experience, location, and performance.