Customer Support Team Lead

🔥 7 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.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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ESO

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

🔐 Security

☁️ SaaS

🏢 Enterprise

💰 Private Equity Round - ESO on 2021-03

Security • SaaS • Enterprise

ESO is a global edge platform for running applications, AI agents, and workforce tooling that combines content delivery, edge compute, and built-in security. The platform emphasizes running code and security close to users and data (335+ cities), low latency (reaching 95% of the world’s Internet-connected population within ~50ms), and large-scale protections (the site cites blocking 234 billion daily cyber threats). ESO offers serverless/edge compute primitives (Workers, Durable Objects, KV), object and SQL-style storage (R2, stored data), integrated DDoS mitigation, WAF, bot management, and Zero Trust / SASE products for user/device access and enterprise controls. Its pricing and product language emphasize pay-for-active-compute billing, free tiers for small teams/projects, and features for deploying and governing AI agents and workloads at the edge.

📋 Description

• Lead, inspire, and mentor a large technical support team • Build and encourage a collegial, helpful, and results-driven work environment • Monitor and manage calls, emails, cases, and chats to meet KPI requirements • Assist with reporting customer service metrics and trends that may lead to KPI misses • Ensure direct reports meet call volume standards and other KPIs • Mentor team members and provide ongoing coaching and feedback aligned with team and individual KPIs • Manage and contribute to knowledge base articles • Communicate relevant information with the manager, team members, and associated teams across the company • Conduct technical troubleshooting sessions with the support team and customers via phone, email, chat, and remote sessions • Manage and work support tickets using Salesforce • Communicate technical information to technical and non-technical customers • Coordinate technical issue resolution and escalate issues according to established guidelines • Provide backup to after-hours on-call technicians when needed

🎯 Requirements

• At least 3 years of demonstrated experience in Technical/Customer Support environments, calls, emails, and other customer support channels • 1+ year of experience in a leadership role, managing teams • Bachelor's degree or equivalent education and/or work experience • Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics • Experience with Microsoft Windows platform, desktops, and servers • Troubleshooting experience (PC hardware/software, browsers, etc.) • Experience in a 34/7/365 work schedule environment • SaaS industry experience is a plus • Successful background check required for offers

🏖️ Benefits

• Competitive health plans (medical, dental, & vision insurance) • PTO (starting at 20 days) & 12 company holidays • 401(k) with company match • Telemedicine service provided by ESO • Savings accounts (FSA, HSA, DCA) • Employee Assistance Program (EAP) • Peace of mind benefits such as life insurance, disability insurance, and worksite benefits • Paid parental leave, new child program, & flexible parental return-to-work options • Casual office environments and unlimited office snacks and drinks