Team Lead, Customer Support

Key responsibilities

• Lead daily operations for the Menu Operations Support team and ensure service-level agreements (SLAs) are met.
• Monitor employee performance and establish measurable team goals.
• Develop ongoing training plans to strengthen employee knowledge of RouteOne's products, services, and tools.
• Identify opportunities to improve support workflows, team structures, and operational processes.
• Coach and mentor employees while supporting their professional development.
• Identify technology needs that could improve customer support operations.
• Analyze support performance data and present findings to stakeholders.
• Participate in an on-call rotation and serve as an escalation contact for critical issues.
• Collaborate with Business Operations managers to improve department performance and employee well-being.
• Maintain company safety, security, and privacy standards.

Required qualifications

• At least 5 years of relevant experience.
• Experience overseeing customer support operations within a high-performing technology company.
• Previous experience managing large teams in a fast-paced remote or hybrid environment.
• Experience with service desk and call center technology.
• Familiarity with Salesforce, reporting tools, and performance analytics.
• Strong proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Visio.
• Excellent customer service, communication, coaching, and interpersonal skills.
• Strong organizational, analytical, problem-solving, and multitasking abilities.
• Ability to identify operational challenges and lead improvement initiatives.
• Willingness to participate in an on-call rotation and work extended or flexible hours when required.

Preferred qualifications

• Experience with Pendo and other customer support technology platforms.
• Experience with reporting and analytics tools such as Tableau.
• Knowledge of automotive dealership technology, processes, and financing products.
• Previous experience in automotive retail finance or related consumer finance.
• Experience implementing improvements across business and technical processes.

Degree and experience

Degree

Not stated

Experience

Senior level

Location and eligibility

Eligible:

Location not stated

Exclusions:

None stated

Work arrangement:

Remote

Remote does not always mean worldwide. Only the locations listed here were confirmed with the employer.

Schedule and time zone

Schedule

On-call rotation; extended or flexible hours may be required

Visa sponsorship

The employer states sponsorship is not available for this role.

Listing details

Published:

Nov 11, 2026

Last manually checked:

Nov 11, 2026

Official source:

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