Job Description
About the Role We'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 Do Lead, 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 For 3+ 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 explicit, 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 un

📌 Team Lead (Dhariwal)
🏢 Ava Finance
📍 Dhariwal