[Hiring] Customer Support Team Lead @Platphorm

Role Description

As our Customer Support Team Lead, you’ll be a player-coach: an expert frontline agent who also owns the day-to-day health of our support operation. You’ll spend about 60% of your time on frontline support and 40% on lead responsibilities. You will:

• Handle all frontline support duties, taking the most complex, sensitive, and escalated tickets
• Monitor queue health daily, including response times, backlog, and weekend coverage
• Serve as the team’s first escalation point, and own technical escalations to Engineering from report to resolution, keeping affected customers updated
• Maintain our Help Center: keep articles accurate and fill gaps based on recurring tickets
• Maintain internal support documentation, saved replies, and macros
• Track and report weekly and monthly support metrics, and flag trends with a recommended fix
• Review ticket quality and coach the team with regular, specific feedback
• Be the direct manager for our Customer Support Representatives: hold regular 1:1s, write performance reviews, manage schedules, and help hire for the team

Qualifications

• Comfortable with adult content
• 5+ years of experience in a customer support role focused on online support for a technical product
• 1+ years leading others, formally or informally, through training, ticket quality review, mentoring, or supervising
• Experience as a people manager
• Experience maintaining a help center or knowledge base
• Comfort tracking support metrics and turning them into clear, actionable reports
• Strong written communication skills, including writing for customers who are frustrated or upset
• Understanding of online communities and experience as an online community member
• Thrive in a small team environment and are willing to help out with duties outside the scope of your job
• Must be comfortable working with multiple customer bases from different communities such as personal advice, dating, and adult websites
• Available for occasional weekend on-call coverage
• Able to travel twice a year for company all-hands

Requirements

• Experience with release testing or QA
• Background at a marketplace, creator, or adult platform
• Familiarity with trust & safety, content moderation, or payments and fraud
• Experience with Zendesk administration

Benefits

• Health, dental, and vision insurance
• 401K matching program with no vesting period
• Flexible Spending Account
• Generous PTO plan and 12 company-paid holidays plus your birthday
• Fully remote position (with two in-person meetings per year)
• Frequent virtual team-building events with lunch delivery provided
• Friendly and diverse coworkers