Customer Support Team Lead – Freelance

Job not on LinkedIn

🔥 7 minutes ago

🌏 Anywhere in the World

⏳ Contract/Temporary

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

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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Taroko

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Taroko is a remote-first software group that unites global talent to create simple digital products for global markets. With a mission to solve complex problems in an affordable manner, Taroko focuses on product design, software engineering, user acquisition, and business intelligence. The company supports entrepreneurial talent to move from zero to profitable products and makes strategic investments to assist scaling companies. Taroko emphasizes customer acquisition expertise and uses data-driven strategies to optimize growth and marketing funnels. They aim to serve small and medium-sized businesses by offering robust, user-friendly solutions. Taroko's product portfolio includes investments in technology for content creation, compliance solutions, and legal technology innovations.

📋 Description

• Lead a high-volume Customer Support team against SLA, quality, productivity, response-time, resolution-time, and backlog targets • Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes • Set team goals, track KPIs, and report performance trends to leadership • Oversee subscription and billing operations, including renewals, cancellations, refunds, payment issues, disputes, and chargebacks • Serve as the final escalation point for complex or high-risk customer complaints • Own the Customer Support technology stack, including CRM configuration, routing, workflows, automations, integrations, permissions, and system improvements • Lead or support CRM migrations, new tool implementations, integrations, testing, and rollouts • Implement and optimize AI/LLM-powered support processes, including chatbots, automated triage, agent-assist tools, knowledge retrieval, escalation logic, and human handoffs • Build and maintain team and support-wide performance reporting • Analyze ticket volume, CSAT, and escalation trends to identify systemic issues and drive process improvements • Maintain and improve SOPs, knowledge bases, escalation procedures, training materials, and operational controls

🎯 Requirements

• 3+ years of Customer Support leadership experience in a US-facing B2C SaaS, technology, digital product, or subscription business • Strong understanding of US customers, service expectations, billing practices, and consumer escalation norms • Proven experience managing high-volume teams against SLAs and CS KPIs (FRT, resolution time, backlog, CSAT, QA, productivity) • Hands-on administration of a CRM/support platform such as Freshdesk, Zendesk, or Intercom, including workflows, automations, integrations, and reporting • Experience with CRM migrations, system implementations, or major support technology changes • Practical experience implementing AI/LLM solutions in Customer Support, including bots, automation, and agent-assist workflows • Strong knowledge of subscription billing, refunds, cancellations, payment disputes, and chargebacks • Experience with QA frameworks, coaching, training, performance management, and process improvement • Advanced proficiency in data analysis; Excel/Sheets required

🏖️ Benefits

• Freelance opportunity • Remote work (Worldwide)

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