Customer support team lead(freelance)

Job description

Key Responsibilities

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.

Required Experience & Skills

• 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).

What We're Looking For

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.

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