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.