Customer Support Team Lead

Customer Support Team Lead

Industry / Sector:
High-Volume B2B Real Estate Lead Generation & Prop Tech Platform

Location:

Remote (LATAM, South Africa or Philippines)

Schedule:

U.S. Business Hours Alignment | Full-Time (40 hrs/week)

Target Compensation: $$ negotiable depending experience

Primary Tech Stack:
Fresh Desk (Ticketing Queue) & Go High Level  / GHL (CRM)

Our client is a high-growth, data-driven B2B real estate lead generation platform that participated in nearly 50% of all off-market home sales in North America over the last 12 months. Their customers are real estate investors running multi-million dollar businesses built on the motivated seller leads delivered to them daily. When a lead delivery stalls, a CRM webhook breaks, or a billing discrepancy occurs, it directly impacts their client's deal flow and revenue.

We are hiring a Customer Support Team Lead to take full operational ownership of the day-to-day Customer Support function inside the broader Customer Success organization. In this hybrid leadership role, you will mentor, train, and QA a frontline support team while remaining actively hands-on: monitoring support queues, taking inbound phone calls, texts, and voicemails, managing Go High Level  integrations, and getting to the root cause of client friction.

If you thrive in high-agency, low-bureaucracy environments where you own real customer relationships and drive process efficiency, this role offers direct strategic impact.

• Multi-Channel Point Person:
  Serve as the primary operational lead for all inbound support traffic across Fresh Desk tickets, phone calls, SMS texts, and voicemails.
• Complex De-escalation:
  Step in directly to handle complex, technical, or high-friction client inquiries regarding lead delivery, platform mechanics, and refund requests.
• SLA & Queue Management:
  Monitor real-time inbox queues to ensure strict adherence to First Response Time (FRT) and Time to Resolution (TTR) targets across all shifts.

• Communication Quality Control:
  Conduct regular QA audits across email, chat, and call logs to enforce a high bar for accuracy, empathy, tone, and complete technical resolution.
• SOP & Knowledge Base Creation:
  Build, document, and update clear internal SOPs, training guides, and client-facing Help Center resources.
• Onboarding &
  
  Coaching:
  
  Train, onboard, and upskill support reps, shifting team culture away from "checking boxes" toward true root-cause problem-solving.

• Root-Cause Elimination:
  Partner closely with Customer Success, Engineering, and Finance/Refunds teams to report recurring bugs and fix broken internal processes.
• Tech Stack Optimization:
  Identify opportunities to leverage Go High Level  (GHL) workflows, ticket automation, and reporting tools to scale team capacity without dropping service quality.

• Speed & SLAs:
  Maintain agreed-upon First Response Time (FRT) and Time to Resolution (TTR) benchmarks across email, SMS, and phone.
• Resolution Quality:
  Increase First-Contact Resolution (FCR) rates while minimizing repeat tickets or unnecessary management escalations.
• Customer Retention:
  Drive high CSAT scores across active real estate investor accounts.
• Operational Efficiency:
  Successfully implement automation and SOPs that allow the team to support higher client volumes without increasing headcount proportionally.

• 3+ Years B2B Customer Support / Leadership:
  Proven track record in B2B customer support, customer success, or tech-enabled service operations with team leadership experience.
• Elite English Fluency:
  Exceptional verbal and written English with a confident, polished phone presence capable of handling demanding American business owners.
• Tech Stack Mastery:
  Hands-on experience navigating support platforms (Fresh Desk or Zendesk) and CRMs (Go High Level  / GHL, Salesforce, or Hub Spot).
• Process Builder:
  Demonstrated experience writing SOPs, creating Knowledge Bases, and mapping operational workflows.
• Analytical Mindset:
  Strong diagnostic skills, looking beyond the immediate ticket to solve the underlying operational flaw.

• Real Estate / Prop Tech / Lead Gen:
  Experience working in real estate investing, wholesaling, home services, or B2B performance marketing.
• Go High Level  (GHL) Advanced
  
  Skills:
  
  Direct experience configuring GHL…