Team Lead

About the Role We're looking for a Customer Support Team Lead to own the day-to-day performance and long-term growth of our support team. You'll coach and develop a team of support specialists, manage escalations, refine our processes and tooling, and act as the voice of the customer across the company. This is a hands-on leadership role: you'll spend time in the queue alongside your team while building the systems that let us scale support quality as we grow. What You'll Do - Lead, coach, and develop a team of [4–8] customer support specialists, including hiring, onboarding, 1:1s, and performance reviews. - Own team KPIs — first response time, resolution time, CSAT, and SLA compliance — and report on them regularly to leadership. - Manage queue coverage across channels (email, chat, phone) to meet service-level targets. - Serve as the escalation point for complex, sensitive, or at-risk customer issues, and coordinate with engineering and product on bugs and outages. - Build and improve support processes: triage and prioritization, escalation paths and macros/templates. - Own the knowledge base — identify documentation gaps from ticket trends and drive self-service deflection. - Surface customer insights and recurring issues to product, engineering, and leadership. - Evaluate and administer support tooling (e.G., Intercom, Zendesk, HubSpot) and explore automation and AI-assisted workflows. - Stay hands-on: handle tickets during peak periods and lead by example on tone and quality. What We're Looking For - 3+ years in customer support, with 1+ year leading or mentoring a team. - Track record of improving support metrics (CSAT, response/resolution times, deflection). - Excellent written and verbal communication — you can de-escalate a frustrated customer and give a teammate clear, kind feedback. - Experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) and comfort with reporting and analytics. - Strong judgment on prioritization and escalation; calm under pressure during incidents. - Process-minded: you document, systematize, and automate rather than firefight. - Empathy for customers and teammates alike. Nice to Have - Experience in a startup or high-growth SaaS environment. - Familiarity with AI support tooling (chatbots, AI-assisted replies, deflection tools). - Experience building QA programs or support career ladders from scratch. - Basic technical fluency — reading logs, writing simple queries, or working closely with engineering. What We Offer - Competitive salary. - Flexible PTO and hybrid work. - A direct hand in shaping how a growing company treats its customers. How to Apply Send your resume and a short note about a support team improvement you're proud of to anantsimran@meetava.com. We review every application and aim to respond within 3 business days. Ava is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. -