Customer Support Lead

Keepsafe - San Francisco, CA

30+ days ago

Position Summary:

As a Customer Support/Content Lead, you will assist in leading and mentoring a remote team of employees. You will be responsible for working with the Head Customer Support to ensure the team is receiving consistent and appropriate training and feedback. As a lead in Customer Support, you will actively monitor support queues and work with your team to achieve key metrics and targets, including response times and satisfaction scores, as well as directly responding to escalated customer issues. You will partner across various departments to raise awareness of customer pain points. As part of the operations management team, you will be expected to contribute to the success of the department.This position will require a fair amount of content writing for support and on occasion assisting marketing and other departments.

Essential Functions:

  • Assist with managing a team of hourly employees responsible for responding to customers across multiple time zones and languages regarding order related issues
  • Oversee all support queues managed by your team, ensuring issues are addressed in the appropriate and timely order
  • Communicate with management team triage tickets and ensure Customer Support metrics are achieved overall
  • Responsible for assisting with queue configurations, triggers, content writing and other related CS tools as they pertain to the team
  • Regularly share customer feedback to manager and outside departments with supported data
  • Manage and respond to escalated tickets

Performance Measures (how your success will be measured):

  • Management of queues and oversight of workload balancing
  • Demonstrate clear communication of customer feedback with supported data
  • Maintaining current all macros and help content


  • Education: Bachelor’s Degree and 1-3 years of relevant work experience


  • Strong communication skills, both written and verbal
  • A strong desire to help the customer while maintaining good business practices; including knowing when to make product or website suggestions to achieve a better customer experience
  • Excellent leadership skills, both among your team and with peers across departments
  • Self-starter and strong desire for excellence
  • Experience working with CRM platforms, Zendesk a plus
  • Knowledge mobile apps a plus

In addition, you possess the following qualities:

  • You interact effectively and harmoniously with other people
  • Ability to communicate situations in a professional manner
  • You take initiative and are results-oriented
  • You are a strong communicator, within your team and across functions
  • You support a positive and engaged culture
  • You are comfortable working in a fast-paced and fluid environment – self-starting and flexible
  • Must work well independently and with a team
  • And last, but not least: you radiate a positive attitude

Job Type: Full-time

Salary: $22.00 to $26.00 /hour


  • Associate (Preferred)


  • San Francisco, CA (Required)

Work environment:

  • Office

Communication method(s) used:

  • Email