Lead and coach a remote team of Customer Support agents, oversee operations, monitor performance metrics, and drive process improvements to enhance customer satisfaction.
What's the role?
As the Customer Support Team Lead, you'll be the driving force behind the day-to-day success of our remote Customer Support agents. You'll lead a team of dedicated Customer Support agents who help customers through our platform. This role combines people leadership and process improvement-you'll coach and develop the team, oversee operations, and partner closely with our Learning and Development and CX + HRBP teams to ensure our customers receive quick, effective, and empathetic support.
This position is ideal for someone who thrives in a fast-moving environment, loves mentoring others, and isn't afraid to dive into the details to find the root of a problem. You'll play a central role in shaping the customer experience, driving operational excellence, and helping Cents continue to set the standard for industry-leading support.
In this role, you will...
In terms of qualifications, we're seeking:
Benefits:
At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt's salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.
We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.
Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.
The salary range for a Customer Support Team Lead is $65,000 - 75,000 and will be eligible for equity and an annual performance-based bonus.
As the Customer Support Team Lead, you'll be the driving force behind the day-to-day success of our remote Customer Support agents. You'll lead a team of dedicated Customer Support agents who help customers through our platform. This role combines people leadership and process improvement-you'll coach and develop the team, oversee operations, and partner closely with our Learning and Development and CX + HRBP teams to ensure our customers receive quick, effective, and empathetic support.
This position is ideal for someone who thrives in a fast-moving environment, loves mentoring others, and isn't afraid to dive into the details to find the root of a problem. You'll play a central role in shaping the customer experience, driving operational excellence, and helping Cents continue to set the standard for industry-leading support.
In this role, you will...
- Lead and coach a team of remote Customer Support agents - setting goals, providing regular feedback, and fostering a culture of accountability and growth.
- Oversee daily operations to ensure SLAs, QA standards, and escalation protocols are consistently met.
- Monitor key performance metrics (CSAT, QA, first response time, resolution time) and translate insights into actionable improvements.
- Schedule all customer support agents.
- Collaborate with various teams and stakeholders to surface recurring issues, improve workflows, and ensure consistent communication across teams.
- Analyze team performance and customer feedback to identify patterns, improve processes, and influence roadmap priorities
- Drive accountability for customer satisfaction metrics (CSAT, time-to-resolution, and first-response time) and ensure the support team consistently exceeds expectations
- Contribute to the culture of excellence and curiosity by encouraging experimentation, collaboration, and a solutions-first mindset
In terms of qualifications, we're seeking:
- 3 - 5+ years of experience in customer support - including at least 1 year in team lead capacity
- Analytical mindset with experience using performance metrics and driving process improvement.
- Adaptable and comfortable to a fast-paced, scaling startup environment
- Tech-savvy with proficiency in internal tools and efficient customer communication management
- Proven ability to manage and prioritize multiple tasks and projects simultaneously.
- Hands-on experience with ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage.
- Background in fintech, payments, or financial services preferred.
- A passion for building systems, empowering teams, and helping customers succeed.
Benefits:
- Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
- Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We've got you and your family covered from day one.
- 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we're here to help you get there.
- Commuter FSAs - We believe the best ideas come from being together in one place. We just don't think getting there should be so expensive.
- UNLIMITED PTO - Because we believe that working hard shouldn't mean always working. Take time for you as often as you need it.
- Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt's salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.
We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.
Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.
The salary range for a Customer Support Team Lead is $65,000 - 75,000 and will be eligible for equity and an annual performance-based bonus.
Top Skills
Ticketing Systems
Bilt New York, New York, USA Office
31 Bond St, New York, NY, United States, 10012
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