Customer Support Team Lead

We’re looking for a Customer Support Team Lead to take ownership of day-to-day support operations, team coordination, and quality management, while helping drive continuous process improvement across the team.

In this role, you will work closely with student support agents and cross-functional teams to ensure smooth workflows, maintain high support quality, support onboarding and team development, and improve internal documentation and communication practices. It’s a great fit for someone who is organized, proactive, people-oriented, and enjoys balancing operational coordination with team support and development.

Key Responsibilities: 

• Conduct regular check-ins with 10–15 student team members to support engagement, development, and performance.
• Gather and share feedback on products, workflows, and internal processes.
• Identify knowledge gaps and areas for improvement through regular work reviews.
• Support onboarding and role transitions for new and existing team members.
• Own daily Support operations and adjust priorities based on business needs.
• Monitor ticket queues and support platforms to identify workload spikes, bottlenecks, and operational issues.
• Review resource allocation and flag areas requiring operational adjustments.
• Assist with managing access to tools, systems, and platforms used by the team.
• Ensure team members have the resources, documentation, and support needed to succeed.
• Co-create and maintain internal documentation, processes, workflows, and the team Knowledge Base.
• Develop and maintain best practices for internal and customer communication.
• Ensure team knowledge, processes, and workflows are clearly documented and easily accessible.

Key Qualifications: 

• 1–2 years of experience coordinating team activities.
• Strong operational and team leadership skills.
• Experience managing or mentoring junior teams.
• Structured, proactive, and execution-focused.
• Strong communication and problem-solving abilities.
• Strong communication skills in English.

Join us

• Work on a project that can truly change how millions of people perceive nature and help them make a lasting impact on global biodiversity for generations to come.
• Engage with a passionate, dynamic, and talented team. 
• Be part of the fast-paced, innovative environment of a rapidly growing startup, with abundant opportunities for personal and professional growth.
• Enjoy competitive stock options, at least 25 days of paid leave, and an open-ended contract with a trial period.
• Receive your own Birdbuddy Feeder and Birdbuddy Premium Family subscription.

If this describes you, we invite you to submit your application to help us learn more about you and your potential contributions to our mission to connect people with nature through technology.

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