Customer Support Team Lead(Freelance)

Taroko SoftwareTaiwan only

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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

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Customer Support Team Lead(Freelance)

Taroko SoftwareTaiwan only

Apply now

Opens the original posting.

Apply now

Share job

Copy link or share on social media.

Apply on the original site

Companies in this catalog do not charge applicants. Never send money to apply.

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.

Originally posted on Himalayas

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Opens the original posting.

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