Team Lead; Temporary

Location: Remote - US: AZ, DE, FL, GA, , KS, MD, MI, NV, NC, SC, WA
Type of Support: Email and messaging
Contract Duration: Temporary - 60 days
Training

Schedule:

Open to shifting schedules (subject to business requirements).
Work Schedule: Open to shifting schedules (subject to business requirements).
Expected

Start Date:

November 12, 2026
Compensation: $19.90 per hour

Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.

Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.

Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact. Join us and help shape what comes next.

We’re seeking a Team Lead to guide our team of support specialists, ensuring consistency in performance while adapting to the continuous changes we face. The ideal candidate will be highly organized, able to analyze data and performance metrics, and focused on driving the development and growth of their team. As a Team Lead, you will be expected to create an environment that prioritizes high-quality support while fostering continuous improvement.

• Team Leadership and Development:
  Lead by example, coaching and mentoring your team to ensure they meet KPIs and grow their skillsets. You will develop your team’s potential by ensuring they have the tools and support needed to handle complex customer issues.
• Adaptability and Problem Solving: thrives on change, and as a Team Lead, you will be able to adapt quickly while ensuring your team stays focused on high performance. You’ll tackle unforeseen challenges head-on and help your team navigate them with ease.
• Quality and Consistency in Support:
  Ensure that every customer interaction meets the highest standards of quality, even in times of high pressure. You’ll ensure the team stays consistent in delivering exceptional service and in tracking key metrics.
• Critical Thinking and Data Analysis:
  Regularly analyze performance data to ensure your team is aligned with KPIs and business goals. You’ll make data-driven decisions to improve efficiency and performance and be able to identify areas where the team needs additional training or support.
• Support and Process Improvement:
  Constantly refine and improve workflows and processes by collaborating with cross-functional teams. You’ll stay current on any operational updates or new tools and ensure your team is equipped to deal with new customer scenarios.
• Coaching and Feedback:
  Provide ongoing coaching and constructive feedback to ensure that team members are developing and improving continuously. Regularly conduct one-on-one meetings and team check-ins to foster open communication.

• Up to 2 years of Team Lead experience, with a proven track record of coaching, mentoring, and developing staff to achieve performance goals.
• Strong interpersonal and communication skills, with the ability to motivate and inspire team members.
• Excellent problem-solving abilities and a customer-focused mindset.
• Strong computer navigational skills.
• Excellent organizational, time management, and follow-up skills.
• Strong work ethic and high level of attention to detail and accuracy.
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.
• Comfortable making decisions with limited information…