Customer Support Team Lead

We’re supporting a growing SaaS company in the search for a Customer Support Team Lead who combines hands-on support skills with strong leadership capabilities. Reporting to the VP of Customer Support, this role bridges the gap between frontline support and team development.

You’ll manage your own support queue while coaching Customer Support Representatives and driving operational excellence within the support team. This is an ideal role for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering exceptional customer experiences.

Key Responsibilities

• Manage a personal support queue while providing real-time support to other team members

• Lead daily team standups (15 to 30 minutes) to address urgent issues and ensure full queue coverage

• Deliver 1:1 coaching and ongoing training to support team development, including reviewing metrics and feedback as needed

• Facilitate advanced training sessions to build product knowledge and troubleshooting skills

• Oversee daily deployment of support staff for optimal queue efficiency

• Monitor support ticket trends and proactively flag insights to departmental leadership

• Handle escalated customer issues and ensure timely resolution

• Support the hiring and onboarding process for new support team members, including participation in interviews

• Help improve and update internal support documentation and operational processes as needed

• Collaborate with engineering and product teams through platforms like Jira (Atlassian)

• Assist in urgent or system-down situations, coordinating and disseminating responses

• Conduct research in tools such as Zendesk, Salesforce, and Jira to identify and prevent duplication of work

• Track the frequency of support tickets and notify leadership as trends develop

• Promote a positive, open, inclusive, and productive team environment focused on continuous growth and development

• Monitor the quality of work performed by Customer Support Representatives (e.g., via CSAT, NPS, and quality control programs)

• Contribute to departmental process improvements

• Other duties as assigned

  
  

What You Bring

• Proven experience in a customer support leadership role

• Strong coaching, team-building, and feedback skills

• Passion for delivering high-quality, empathetic customer support

• Experience with tools like Zendesk, Jira, and CRM platforms (e.g., Salesforce, etc.)

• Exceptional verbal and written communication skills

• Highly organized, detail-oriented, and capable of fast, accurate work

• Team player who enjoys working in a collaborative environment

• Strong work ethic and commitment to seeing tasks through to completion

• Experience working in a customer support environment

• Proven ability to de-escalate difficult situations with clients

• Skilled at multitasking and following through on complex tasks

• Demonstrated proficiency with communication tools (e.g., Slack)

• Undergraduate degree (preferably in a related field) or equivalent relevant experience

• Ability to work onsite 5 days per week in OKC

  
  

About HighlightTA
This opportunity is presented by HighlightTA, your on-demand talent team. We make hiring easy with flexible, on-demand talent solutions. We partner with startups and scale-ups to embed talent partners, lead recruitment projects, and manage full talent functions. Our data-driven approach ensures fast hiring and access to top-tier talent, while flexible terms help you save time and reduce costs.

Follow us on LinkedIn to learn more.