Customer Support Team Lead

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Cove

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🏠 Real Estate

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Cove on 2025-06

Real Estate • SaaS • B2B

Cove is a company building software and in-person experiences that transform how people engage with physical real estate. Partnering with property owners and operators, Cove combines technology, design, and operations to create a platform that connects the digital and physical worlds, turning real estate into consumer-driven experiences and improving property management and tenant engagement. Founded in 2013, Cove offers tools and services aimed at enhancing space experiences and operational efficiency.

📋 Description

• Handle a share of day-to-day support tickets directly, including resolving requests and triaging high-priority issues in a timely manner • Manage offshore support team members' day-to-day work: assigning priorities, monitoring ticket queues, and ensuring coverage across shifts • Own the team's overall performance against SLA and CSAT targets, and put a plan in place when either slips • Coach and develop offshore team members on ticket quality, tone, and technical troubleshooting • Monitor all open tickets across the team and step in or reassign when needed • Ensure responsive support to clients during normal business hours and after hours when scheduled • Communicate and work cross-functionally with other departments until support issues reach resolution • Proactively find ways to improve user experience, user adoption, and overall customer satisfaction • Report on team capacity, ticket volume, and performance trends to Customer Success leadership

🎯 Requirements

• 1–3 years of experience in a SaaS customer support role, ideally including some team lead or mentorship experience • Experience with complex SaaS products used by multiple personas • Experience managing or coordinating with an offshore or remote team is a plus • Excellent verbal and written communication skills • Excellent customer service skills and a genuine service mindset • Strong problem-solving aptitude and comfort making judgment calls under pressure • Must be service-oriented and enjoy working with both individuals and teams • Past experience with Zendesk is a plus • Past experience with JIRA is a plus

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development • Paid time off