Remote: Hybrid

About the RoleWe're looking for a Customer Support Team Lead to own the day-to-day performance and long-term growth of our support team. You'll coach and develop a team of support specialists, manage escalations, refine our processes and tooling, and act as the voice of the customer across the company. This is a hands-on leadership role: you'll spend time in the queue alongside your team while building the systems that let us scale support quality as we grow.What You'll DoLead, coach, and develop a team of [4–8] customer support specialists, including hiring, onboarding, 1:1s, and performance reviews.Own team KPIs — first response time, resolution time, CSAT, and SLA compliance — and report on them regularly to leadership.Manage queue coverage across channels (email, chat, phone) to meet service-level targets.Serve as the escalation point for complex, sensitive, or at-risk customer issues, and coordinate with engineering and product on bugs and outages.Build and improve support processes: triage and prioritization, escalation paths and macros/templates.Own the knowledge base — identify documentation gaps from ticket trends and drive self-service deflection.Surface customer insights and recurring issues to product, engineering, and leadership.Evaluate and administer support tooling (e.g., Intercom, Zendesk, HubSpot) and explore automation and AI-assisted workflows.Stay hands-on:



handle tickets during peak periods and lead by example on tone and quality.What We're Looking For3+ years in customer support, with 1+ year leading or mentoring a team.Track record of improving support metrics (CSAT, response/resolution times, deflection).Excellent written and verbal communication — you can de-escalate a frustrated customer and give a teammate clear, kind feedback.Experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) and comfort with reporting and analytics.Strong judgment on prioritization and escalation; calm under pressure during incidents.Process-minded: you document, systematize, and automate rather than firefight.Empathy for customers and teammates alike.Nice to HaveExperience in a startup or high-growth SaaS environment.Familiarity with AI support tooling (chatbots, AI-assisted replies, deflection tools).Experience building QA programs or support career ladders from scratch.Basic technical fluency — reading logs, writing simple queries, or working closely with engineering.What We OfferCompetitive salary.Flexible PTO and hybrid work.A direct hand in shaping how a growing company treats its customers.How to ApplySend your resume and a short note about a support team improvement you're proud of to [email protected]. We review every application and aim to respond within 3 business days.Ava is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.

📌 Team Lead (144002)
🏢 Ava Finance
📍 144002