Customer Support Team Lead
Required skills
- adult content
- online communities
- email-based support
- technical product
- people manager
- help center
- actionable reports
- small team environment
- adult websites
- weekend on-call coverage
Nice to have
- marketplace
- creator platform
- adult platform
- trust & safety
- content moderation
- payments and fraud
Role summary
Platphorm, LLC is seeking an experienced Customer Support Team Lead to manage day-to-day support operations and handle complex customer issues. This player-coach role involves 60% frontline support and 40% lead responsibilities, including monitoring queues, managing escalations, maintaining support documentation, reporting on metrics, and coaching the team. The Team Lead will directly manage Customer Support Representatives, conduct 1:1s, and handle performance reviews. The ideal candidate has 5+ years in technical customer support, 1+ year in a leadership capacity, and experience with online communities and help centers. Experience with adult content platforms is required.
Do you love solving tough customer problems and helping a team do its best work? Want to shape a brand-new role on a small, dedicated team? Then we’d love to meet you! We are looking for an experienced Customer Support Team Lead with a strong background in online communities and email-based support, and a knack for raising the bar for everyone around them.
Platphorm, LLC builds innovative multi-modal information exchanges and provides a soup-to-nuts system that allows businesses to build scalable, reliable marketplaces where buyers pay sellers for information delivered by voice, mail, chat, SMS, or recorded phone message.
The marketplace we’ve built enables anyone to provide fee-based advice in their area of expertise, at a price of their choosing, and for others to find them and pay for a conversation. The interaction can take place over the phone, cam, chat, text, or email.
The Job:
As our Customer Support Team Lead, you’ll be a player-coach: an expert frontline agent who also owns the day-to-day health of our support operation. You’ll spend about 60% of your time on frontline support and 40% on lead responsibilities. You will:
- Handle all frontline support duties, taking the most complex, sensitive, and escalated tickets
- Monitor queue health daily, including response times, backlog, and weekend coverage
- Serve as the team’s first escalation point, and own technical escalations to Engineering from report to resolution, keeping affected customers updated
- Maintain our Help Center: keep articles accurate and fill gaps based on recurring tickets
- Maintain internal support documentation, saved replies, and macros
- Track and report weekly and monthly support metrics, and flag trends with a recommended fix
- Review ticket quality and coach the team with regular, specific feedback
- Be the direct manager for our Customer Support Representatives: hold regular 1:1s, write performance reviews, manage schedules, and help hire for the team
Requirements:
- Comfortable with adult content
- 5+ years of experience in a customer support role focused on online support for a technical product
- 1+ years leading others, formally or informally, through training, ticket quality review, mentoring, or supervising
- Experience as a people manager
- Experience maintaining a help center or knowledge base
- Comfort tracking support metrics and turning them into clear, actionable reports
- Strong written communication skills, including writing for customers who are frustrated or upset
- Understanding of online communities and experience as an online community member
- Thrive in a small team environment and are willing to help out with duties outside the scope of your job
- Must be comfortable working with multiple customer bases from different communities such as personal advice, dating, and adult websites
- Available for occasional weekend on-call coverage
- Able to travel twice a year for company all-hands
Nice to Have:
- Experience with release testing or QA
- Background at a marketplace, creator, or adult platform
- Familiarity with trust & safety, content moderation, or payments and fraud
- Experience with Zendesk administration
Compensation:
- 85,000–110,000 base salary
Benefits:
- Health, dental, and vision insurance
- 401K matching program with no vesting period
- Flexible Spending Account
- Generous PTO plan and 12 company-paid holidays plus your birthday
- Fully remote position (with two in-person meetings per year)
- Frequent virtual team-building events with lunch delivery provided
- Friendly and diverse coworkers
Originally posted on Himalayas
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