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Customer Support Lead Needed for Dynamic Team
We are a dynamic, mission-driven organization dedicated to empowering youth through innovative training and developmental tools. We're a small team with a big impact, committed to providing youth, parents, and teachers exceptional experiences and clear communication. We’re looking for an enthusiastic and detail-oriented Customer Support Lead to help manage and enhance our customer communications. If you enjoy engaging directly with customers, solving problems, and supporting team growth, this could be the perfect opportunity for you! Role Overview: In this ~40 hour/week, ongoing role, your main responsibility will be to manage our customer-support experience (and overseeing junior staff), ensuring prompt, accurate, and helpful responses to inquiries. You'll help guide other specialists, refining their skills through oversight and mentorship. What You'll Do: -Inbox Management: Lead our customer-support inbox, responding promptly to inquiries using customized pre-written responses. -Team Leadership: Guide and develop junior support specialists, resolving escalations, coordinating coverage, and enhancing team efficiency. -Collaboration: Work closely with Marketing and Operations to anticipate customer questions, align internal processes, and ensure seamless communication across our team. -Training & Development: Create and update training materials, response templates, and best-practice guides to support continuous team growth. -Quality Assurance: Uphold exceptional standards of customer care, ensuring every interaction reinforces our commitment to youth empowerment. Qualifications: Strong written communication skills and fluency in English Experience in customer support, email management, or similar roles (remote experience preferred but not required) Comfortable with technology: Gmail, Chrome extensions, CRM tools Proven organizational and time-management skills, capable of multitasking efficiently Positive attitude, proactive problem-solving, and attention to detail Why Us? * Be part of a small, close-knit team making a significant difference in youth culture * Grow professionally in a supportive environment that values autonomy and initiative * Have a single client (us) with opportunities for leadership and career development! If you’re ready to join a passionate team, we’d love to hear from you!