Customer Support Team Lead

🔥 19 hours ago

🇺🇸 United States – Remote

💵 $85k - $110k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Platphorm, LLC

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2009

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Platphorm, LLC is a company that provides a platform for building scalable, reliable marketplaces where buyers pay sellers for information delivered via various communication methods such as voice, mail, chat, SMS, or recorded phone messages. The company offers a white-labeled solution that includes a multi-modal communication system, customer and community support, provider payments, and systems monitoring, allowing businesses to offer live expert consultations. Based in San Francisco and operational globally, Platphorm utilizes best-in-class technology to ensure high performance and uptime for their platform's services.

📋 Description

• Handle all frontline support duties, taking the most complex, sensitive, and escalated tickets • Monitor queue health daily, including response times, backlog, and weekend coverage • Serve as the team’s first escalation point • Own technical escalations to Engineering from report to resolution and keep affected customers updated • Maintain the Help Center by keeping articles accurate and filling gaps based on recurring tickets • Maintain internal support documentation, saved replies, and macros • Track and report weekly and monthly support metrics and flag trends with a recommended fix • Review ticket quality and coach the team with regular, specific feedback • Directly manage Customer Support Representatives, including regular 1:1s, performance reviews, schedules, and hiring support • Spend approximately 60% of time on frontline support and 40% on lead responsibilities

🎯 Requirements

• Comfortable with adult content • 5+ years of experience in a customer support role focused on online support for a technical product • 1+ years leading others, formally or informally, through training, ticket quality review, mentoring, or supervising • Experience as a people manager • Experience maintaining a help center or knowledge base • Comfort tracking support metrics and turning them into clear, actionable reports • Strong written communication skills, including writing for customers who are frustrated or upset • Understanding of online communities and experience as an online community member • Thrive in a small team environment and willingness to help with duties outside the scope of the job • Comfortable working with multiple customer bases from different communities such as personal advice, dating, and adult websites • Available for occasional weekend on-call coverage • Able to travel twice a year for company all-hands • Experience with release testing or QA (nice to have) • Background at a marketplace, creator, or adult platform (nice to have) • Familiarity with trust & safety, content moderation, or payments and fraud (nice to have) • Experience with Zendesk administration (nice to have)

🏖️ Benefits

• Health, dental, and vision insurance • 401K matching program with no vesting period • Flexible Spending Account • Generous PTO plan • 12 company-paid holidays plus your birthday • Fully remote position with two in-person meetings per year • Frequent virtual team-building events with lunch delivery provided • Friendly and diverse coworkers

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