Customer Support Team Lead
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Job Description
Support Team Lead managing day-to-day customer support operations at Wagmo. Leading a remote team to provide excellent service and improve processes in the pet health industry.
Responsibilities:
- Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience.
- Build a culture of trust, accountability, and continuous improvement through regular 1:1s, coaching, and performance management.
- Raise the bar on support quality by providing direct, actionable feedback and developing strong judgment and ownership across the team.
- Own the day-to-day execution of customer support, ensuring timely, accurate, and consistent service across all channels.
- Serve as the primary escalation owner for complex or sensitive customer issues, making sound judgment calls and coaching the team to handle similar situations independently over time.
- Operationalize support processes that drive consistency and scale, including documentation, workflows, training, and KCS-style resources.
- Identify gaps or inefficiencies in current operations and partner with leadership to implement pragmatic, high-impact improvements.
- Monitor queues, coverage, and workload to meet SLAs without reliance on heroics.
Requirements:
- Proven experience managing and developing a customer support or service team, with direct ownership of performance management, coaching, and day-to-day execution.
- A strong track record of leading a small team (approximately 5 people) through clear expectations, regular feedback, and consistent accountability.
- Demonstrated ability to handle escalations and high-stakes customer situations with sound judgment, balancing empathy, policy, and efficiency.
- Experience building consistency and raising quality through operational rigor, including documentation, training, workflows, and repeatable processes.
- Strong communication skills and comfort delivering direct, constructive feedback that drives improvement and builds trust.
- Ability to operate effectively in a fast-moving, scaling environment where priorities evolve and managers are expected to lead with autonomy.
- Familiarity with modern support tooling and workflows, and the ability to use them to improve team performance and customer outcomes.
Benefits:
- Comprehensive health, vision, and dental coverage
- HSA/FSA
- 401(k) retirement planning with employer matching
- Unlimited paid time off
- Annual company holidays
- Additional company-wide recharge days off
- 12 weeks parental leave for eligible employees
- Company paid Wagmo pet wellness and insurance plans
- Regular company-wide events and team gatherings
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