Team Lead Customer Support (m/f/d)

New York, United States (Hybrid), Remote. Posted 12 days ago

The role

You will lead a team of customer support specialists and act as deputy to the Head of Customer Support. You will manage day-to-day operations, coach team members, and handle escalated customer cases.

What you will do

Act as deputy to the Head of Customer Support
Be the main point of contact for customer support with leadership and other departments
Make day-to-day decisions on staffing, processes and priorities
Manage, coach and motivate a team of customer support specialists
Onboard and train new team members
Plan schedules, coverage and workload across support channels
Monitor team KPIs such as CSAT, first response and resolution times
Run quality checks on tickets and calls
Act as the first escalation point for complex or sensitive customer issues
Share customer insights with Product and Engineering

Required qualifications

5 to 7 years in customer service or customer operations
At least 2 years leading a team
Comfortable running a team independently
Ability to coach and develop people
Customer-centric mindset
Confident planning workloads and managing queues
Use of KPIs and customer feedback to improve performance
Ability to build relationships with teams across the business
Clear written and spoken communication
Comfortable in a fast-paced, high-growth environment

Nice to have

Experience with customer service tools such as Zendesk, Intercom or Hubspot
Experience with automation or AI tools
Other European languages
Familiarity with process improvement or quality frameworks

Benefits

Attractive remuneration
Flat hierarchy and transparent communication
Opportunity to develop talent in a dynamic team
Flexibility and possibility to work remotely
Monthly mobility benefit
Wellhub Membership
Company card with a monthly allowance for lunches, coffee, etc. with co-workers

About the company

Pliant is a modular B2B payments platform combining commercial card issuing, payment accounts, FX and spend management for businesses and AI agents. Headquartered in Berlin, Pliant serves businesses and partners across Europe and North America.