Customer Support Team Lead for US-Based Company (Remote)
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 8d ago
The date the source published, not the day we noticed it (2026-09-24). Last seen at its source just now.
We have tracked this listing since 24 Sep 2026 (7 days). The employer's own board has carried it every time we have read it, most recently just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Colombia
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $1,225–1,400/mo
Middle 50% of 14 listings that do state pay — Customer · all levels · Colombia · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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workable employer's own board first seen 7d ago · last seen just now
The listing
Paired is a global staffing and recruiting agency that connects talented professionals with US-based companies. We help businesses find exceptional remote talent and support candidates throughout the hiring process.
Our client is a US-based company that provides leads to real estate investors and is expanding into home services. The team moves quickly, uses data to make decisions, and takes customer problems seriously.
About the role
We’re looking for a hands-on Customer Support Team Lead to manage the day-to-day support function within the Customer Success team. You’ll guide the support team while also working directly with customers through tickets, calls, texts, and voicemails. You’ll be responsible for timely responses, strong service quality, and resolving issues thoroughly.
What you’ll do
- Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
- Handle complex or sensitive customer issues and follow them through to resolution.
- Review support conversations and coach the team on accuracy, empathy, and professionalism.
- Track response times, resolution rates, customer satisfaction, and support quality.
- Create clear processes, training materials, and knowledge base resources.
- Help onboard and train new support team members.
- Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
- Identify opportunities to use automation and technology to make support more efficient.
Requirements
- 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
- Excellent written and spoken English.
- Experience guiding teammates, training others, or improving support processes.
- Strong judgment when handling frustrated customers and escalations.
- An organized, detail-oriented approach to managing multiple requests.
- Comfort using ticketing platforms, CRMs, and reporting tools. The team uses Freshdesk and GoHighLevel.
- A problem-solving mindset and the ability to work across teams.
- Experience in real estate is a plus.
What success looks like
Customers receive fast, complete answers; more issues are resolved without repeat contacts or unnecessary escalations; and the team has clear processes that help it deliver consistently excellent support.
Benefits
Benefits
- Competitive salary (USD)
- Work From Home