Customer Support Team Lead(Freelance)

Team Leadership & Performance

• Lead a high-volume Customer Support team driving performance against SLAs 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 when required.

• Set team goals track KPIs and report performance trends to leadership.

Billing & Escalations

• Oversee subscription and billing operations renewals cancellations refunds payment issues disputes and chargebacks.

• Act as the final escalation point for complex or high-risk customer complaints.

Systems & Technology

• Own the Customer Support tech stack 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 chatbots automated triage agent-assist tools knowledge retrieval escalation logic and human handoffs.

Data & Reporting

• Build and maintain reporting on team and support-wide performance; turn data into actionable process improvements.

• Analyze trends in ticket volume CSAT and escalations to identify systemic issues.

Process & Documentation

• Maintain and improve SOPs knowledge bases escalation procedures training materials and operational controls.
  

• 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 Intercom 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 (bots automation 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).
  

A proactive technically capable leader who manages people systems and performance in equal measure someone who spots problems early uses data to find root causes and improves Customer Support through stronger process technology automation and accountability.