Customer Support · Open Role
Customer Support Lead
Customer SupportRemoteFull-Time
Help a US support team handle customer issues with clear ownership and consistent judgment. Coach agents, improve escalation paths, and turn recurring problems into useful product feedback.
What You Will Do
- Review ticket queues and coordinate ownership of unresolved customer issues.
- Coach support agents using case reviews and specific written feedback.
- Maintain support playbooks, help content, and escalation criteria.
- Share recurring issues with product and engineering using reproducible examples.
What We Look for
- Experience handling escalations and coaching agents on a customer support team.
- Working knowledge of Zendesk, Intercom, or a comparable support platform.
- Ability to investigate account issues and explain next steps clearly to customers.
- Strong written and spoken English, with availability during agreed US core hours.
Nice to Have
- Experience supporting business software and troubleshooting integrations.
- Experience building quality review rubrics and agent onboarding materials.
- Experience using support data to identify avoidable ticket volume.
What We Offer
- A full-time role with SeizeTalent embedded on a US customer support team.
- Remote work with agreed US core hours and a defined escalation process.
- Ownership of support quality, coaching practices, and team documentation.
- Collaboration with product and operations leads on recurring customer problems.