Support Team Lead

TL;DR

Support Team Lead: Manage daily operations, people leadership, and reporting for a customer support team handling mobile app tickets, payments, and subscriptions with an accent on Zendesk automation, team mentoring, and KPI compliance. Focus on optimizing queue management, handling escalations, conducting performance reviews, and collaborating with product teams on feedback and improvements.

Location: Full-Time Remote

Company

Mobile app company focused on support for subscriptions and payments.

What you will do

• Monitor and assign tickets, prioritize, detect incidents, and manage escalations using Zendesk triggers and automations
• Lead weekly syncs, product trainings, schedules, capacity planning, and extra shifts
• Mentor 5–10 support agents with 1:1s, feedback, performance reviews, and improvement plans
• Track weekly performance, ensure KPI compliance, and analyze results for improvements
• Collect product feedback and share with product teams

Requirements

• Advanced English proficiency (C1—C2) in both writing and speaking
• Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings
• Experience with payment platforms (e.g., PayPal, Stripe)
• Proven track record managing teams of 5+ support agents, including mentoring, shift planning, and feedback
• Experience with Google Sheets: formulas, graphs, structured data
• Strong analytical skills using Zendesk Explore, Amplitude, and Tableau

Nice to have

• Experience with Jira, Confluence, or Asana
• Understanding of mobile app functionality, versions, updates, device compatibility
• Knowledge of subscription models, renewals, refunds, invoicing