Support Team Lead

The Company

Uscreen is a video monetization platform empowering thousands of creators and media companies to build subscription-based streaming businesses. Our creators have generated nearly $1 billion in revenue while maintaining complete ownership of their audience and content.

We're fully remote, bootstrapped, and profitable since day one. We recently partnered with a growth capital firm for our next phase of expansion under new CEO leadership.

The Role

The Support Team Leader is the frontline leader of Uscreen's customer-facing support operations. This person will lead and develop a team of 11 (and growing) across three core functions - Technical Support, End User Support, and Content Moderation - owning coaching, QA, performance management, and escalation leadership.

This role owns support operations end-to-end - Intercom (routing, workflows, automation, macros, reporting), the help center, and internal documentation - with strong SOP discipline. Critically, this person must be highly hands-on and AI-forward: not just "using AI," but implementing it - optimizing AI support tooling, shipping automations, reducing repetitive work, and continuously improving throughput and quality with better systems. They are accountable for people leadership and outcomes, but they also personally drive and ship operational improvements so that Support gets better every month without adding headcount.

Responsibilities

Team Leadership & People Management

• Manage 11 direct reports across Technical Support, End User Support, and Content Moderation
• Handle day-to-day coaching, 1:1s, performance reviews, and development plans
• Own escalation handling and triage management - make sure nothing falls through the cracks
• Drive quality assurance (QA) across support interactions
• Build and maintain a strong team culture in a fully remote environment

Support Operations & Systems

• Own Intercom end-to-end - routing, workflows, automations, macros, and reporting
• Oversee the help center: keep documentation accurate, up to date, and useful
• Create and maintain internal documentation, SOPs, and runbooks with strong discipline - nothing lives only in someone's head
• Identify bottlenecks and inefficiencies in support workflows and personally fix them

AI & Tooling

• Optimize and train AI support tooling - own the configuration, not just the usage
• Ship automations that reduce repetitive work, improve throughput, and free the team to focus on higher-value interactions
• Continuously evaluate and implement AI developments relevant to support - bring ideas and execute on them

Reporting & Cross-Functional Work

• Report on team performance, trends, and key support metrics
• Collaborate with Product, Engineering, and other teams to surface customer issues and feedback
• Project management experience is a plus - ability to run initiatives from start to finish

Results

Success in this role is measured by the team's ability to consistently deliver fast, high-quality support while continuously improving through better processes, tooling, and coaching.

Key Performance Targets

• Maintain a 97%+ customer satisfaction (CSAT) score across all support channels
• Achieve and sustain a median first response time (FRT) of 20 minutes or less
• Keep first contact resolution (FCR) rate at or above 80%
• Reduce escalation volume quarter-over-quarter through better documentation, training, and AI deflection
• Team operates at a high level with minimal day-to-day involvement from senior leadership
• Support metrics are tracked, reported on, and consistently meeting or exceeding targets
• Documentation and SOPs stay current - nothing lives only in someone's head
• Proactively surfaces trends, product issues, and customer feedback to cross-functional teams

Requirements

Must-Have

• Proven experience leading or managing a customer support team (ideally 8+ people)
• Strong working knowledge of Intercom (workflows, reporting, automation)
• Comfortable with Slack, Google Workspace, and modern SaaS tooling
• AI-forward - not just using AI tools, but implementing them: configuring AI chatbots, shipping support automations, and driving measurable improvements in throughput and quality
• Excellent documentation skills - can write clear SOPs, runbooks, and help center content
• Strong escalation and triage management skills
• Experience with Claude Code or similar AI coding/automation tools
• Great at coaching and developing people at different skill levels
• Available to work Eastern Time, Monday-Friday, 9 AM-5 PM. This role is 100% remote.

Nice-to-Have

• Project management experience (Asana or similar)
• Background in SaaS or video/streaming platforms
• Experience managing content moderation teams
• QA program design or optimization experience

Compensation

• The base compensation is $70-$80K USD plus a variable bonus