Customer Support Team Lead

Required

• 2+ years of experience in a Customer Support or Contact Center environment, including at least 1 year in a senior, mentor, or lead capacity.
• Proven leadership track record: A demonstrated history of coaching peers, raising team standards, and delivering candid, growth-oriented feedback.
• Operational decisiveness: Ability to evaluate real-time queue data, pivot coverage on the fly, and prioritize urgency with sound escalation judgment.
• Tooling and tech fluency: Experience working with modern support and business platforms such as Intercom, Salesforce, Jira, Slack, and Google Suite.
• Communication excellence: Outstanding written and verbal communication skills with both internal teams and external customers.
• Self-starter orientation: Ability to navigate ambiguity, solve unstructured problems, and help build processes where none exist yet.
• Schedule and location requirements: Ability to work a standard 40-hour M-F schedule with in-office attendance on Mondays, Wednesdays, and Fridays in Draper, Utah.