Customer Support Team Lead

Customer Service
September 4, 2025
Remote
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Job Description

A fast-growing Series C marketplace, backed by Y Combinator and recognized as a Top Company, is hiring a Worker Operations Team Lead. The company is a leader in the Long Term Care vertical and expanding into other sectors such as Dental Offices and Schools. With a global remote team of 700+ and millions of shifts filled annually across the US, this opportunity offers the chance to contribute to a profitable, impactful, and scalable business.

About the Role:
The Worker Operations Team Lead is responsible for coaching and supporting frontline agents who serve more than 60,000 active professionals on the platform. The role requires a strong leader who can provide actionable feedback, uphold performance standards, resolve escalations, and maintain a customer-first approach while driving team development.

Key Responsibilities:

  • Monitor team performance against quality, productivity, and attendance targets, ensuring quality assurance scores consistently exceed 90%.
  • Deliver structured coaching sessions based on QA feedback, customer survey results, and ticket reviews, with clear improvement goals.
  • Handle escalated customer issues directly and provide guidance on resolution.
  • Maintain detailed coaching logs and performance records, applying consequence management when necessary.
  • Foster team motivation through feedback, conflict resolution, and team-building initiatives.

Requirements:

  • Minimum 2 years of coaching experience with a proven record of performance improvement.
  • At least 2 years of management experience in a customer service environment.
  • Minimum 2 years of customer-facing experience handling inquiries and escalations.
  • Strong communication skills, problem-solving abilities, and adaptability under pressure.
  • Experience setting and achieving SMART goals while keeping customer satisfaction as a top priority.
  • Technical setup: wired internet (15Mbps+), i5 processor or equivalent, 12GB RAM, quiet workspace, and reliable power/internet.

Compensation:
Estimated annual compensation: USD $70,000–$90,000 (range specific to Canada and the UK; offers may vary based on experience, qualifications, and location).

Openings: 4

Location:
Remote. Open to candidates in Canada, the United Kingdom, and all non-UK European countries. Must maintain overlapping hours with EST and PST time zones and be available for weekend shifts if required.

How to Apply:
Interested candidates should submit their application directly through the company’s official careers page. Include a resume highlighting relevant coaching, management, and customer service experience.

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