[Hiring] Team Lead, Customer Care @Lighthouse

Role Description

As a Customer Care Team Lead, BI, you will lead a team of Technical Support Specialists supporting Lighthouse’s Business Intelligence products. You will own the day-to-day operations of the team while driving process improvements, developing team expertise, and ensuring high-quality, efficient support delivery. This role requires strong operational leadership, technical depth, and the ability to navigate complex customer and product challenges in a fast-paced environment.

What you will do

• Own day-to-day team operations, including inbox health, prioritization, workload distribution, and ensuring timely resolution across support tiers.
• Lead, mentor, and develop the team through regular one-on-ones, performance feedback, and career growth conversations, while fostering a culture of accountability, collaboration, and continuous learning.
• Act as the escalation point for complex and high-impact customer issues, including managing critical incidents, coordinating with cross-functional teams, and ensuring clear, timely communication to customers.
• Drive operational excellence by identifying inefficiencies, improving processes, and implementing scalable solutions (including automation and AI-supported workflows) to increase team efficiency and reduce manual work.
• Monitor and analyze team performance and support trends (e.g., Intercom metrics, backlog health, handling time), using insights to inform prioritization, staffing, and process improvements.
• Balance competing priorities and resource allocation across different workstreams and support tiers, ensuring the team is focused on the highest-impact work.
• Partner closely with Product, Engineering, Sales, and Account Management to advocate for customer needs, provide feedback on product gaps, and influence improvements to the customer experience.
• Support onboarding and enablement, working with the Customer Enablement Manager to ramp new hires and continuously upskill the team through training, documentation, and mentorship.
• Contribute to hiring and team growth, including interviewing candidates and helping shape the future of the team.
• Step in as acting Customer Care Manager when needed, ensuring continuity of leadership and decision-making.

Who you are

• Proven experience in a leadership or mentorship role within a technical customer support environment.
• Strong ability to navigate complex technical products, integrations, and data-related issues.
• Experience with Business Intelligence tools, data analysis, or technical integrations.
• Comfortable operating in a fast-paced environment with multiple competing priorities and shifting demands.
• Demonstrated ability to drive process improvements and operational efficiency, including leveraging automation or AI tools.
• Strong analytical mindset, with experience using metrics and trends to inform decisions.
• Excellent communication skills, with the ability to manage difficult customer situations and align cross-functional stakeholders.
• Experience collaborating cross-functionally with teams like Product, Engineering, and Sales, with the ability to influence outcomes.
• A proactive, solutions-oriented mindset with a strong sense of ownership and accountability.
• Fluency in English, both written and spoken.

Benefits

• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• Flexible working environment: Work from home or at one of our global offices.
• Flexible time off: Autonomy to manage your work-life balance.
• 401k matching: Up to 4%.
• Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 50% for dependents and spouses, plus $25/month to HSA.
• Employer paid Short and Long Term Disability + $50,000 Life Insurance.
• Parental leave: 12 week company paid primary caregiver leave, 3 week company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonuses: Earn rewards for bringing in new talent.