Tier I Support Team Lead

About Owner is the AI growth system for local restaurants. Our AI continuously improves SEO, marketing, and online ordering to grow first‑party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts. Owner is like having an army of engineers and marketers on your side, just like the big chains. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Our traction Since 2020, we've generated tens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote‑first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in‑person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location Why we are looking for you We’re looking for a people‑first, execution‑obsessed Tier I Support Team Lead to lead from the floor, coach with intention, and drive consistent performance across our frontline Support team. This role is not about passive management. It’s about daily presence, clear standards, strong coaching, and rapid course correction to ensure customers receive timely, empathetic, and high‑quality support—every interaction, every day. The Tier I Support Team Lead is responsible for the day-to-day execution of Tier I support. You will coach agents in real time, reinforce expectations, monitor performance against clear metrics, and take action when standards are not being met. You’ll work closely with other Team Leads, the Support Manager, and QA to ensure alignment, coverage, and consistency across the org. The Impact You’ll Have Lead and develop frontline agents Own coaching and development for a pod of Tier I agents through structured 1:1s, live call/chat coaching, and timely feedback Build confidence and capability while holding a high bar for performance, ownership, and customer experience Identify skill vs. will gaps and address them directly through coaching or performance management Own quality, accuracy, and consistency Reinforce SOPs, workflows, and decision frameworks consistently Partner with QA to calibrate expectations, address trends, and translate QA insights into clear coaching actions Ensure tone, accuracy, and adherence meet expectations—not just CSAT Drive daily execution and results Actively monitor SLA, productivity, schedule adherence, attendance, and CSAT Stay close to the floor to identify risks early and intervene quickly Escalate issues appropriately while maintaining strong Tier I → Tier II handoffs Build a culture of accountability and support Create an environment where expectations are clear, feedback is frequent, and performance is owned Balance empathy with accountability—agents feel supported and responsible for results Reinforce behaviors that align with our values and customer standards Enable scale and operational improvement Surface gaps in training, documentation, tooling, or process Partner with leadership to continuously improve how Tier I support operates at scale Help agents progress toward mastery-level performance and future growth opportunities Who You’ll Work With Report to: Support Team Manager Coach daily: Tier I Support Agents through 1:1s, feedback, and performance management Partner with: Other Tier I Team Leads to ensure coverage, consistency, and alignment Collaborate with: Tier II Team Lead to improve escalation quality and handoffs Work closely with: QA Analyst on calibration, trends, and targeted coaching initiatives What We’re Looking For 3–6 years of experience in customer support, ideally in a high-volume SaaS or marketplace environment 1–2 years in a leadership, senior agent, SME, or acting lead role with direct coaching responsibility Strong passion for coaching and developing others—paired with comfort holding firm performance standards Proven ability to manage day‑to‑day performance across SLA, productivity, attendance, and quality Ability to diagnose performance issues (skill, behavior, clarity, or effort) and respond decisively Highly organized, proactive, and comfortable making decisions without constant direction Clear, direct, and empathetic communicator—able to deliver feedback that drives change Experience with support tooling (Salesforce, Talkdesk, Intercom, or similar CRM/telephony platforms) Calm, structured leader in fast‑paced, high‑volume environments Spanish/English bilingual fluency is a strong plus Restaurant, hospitality, or marketplace support experience is a plus Pay & Benefits The estimated base salary range for this role is $30k USD Other benefits include comprehensive health coverage, remote‑first workplace, unlimited PTO - plus extra fun perks Notice – Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond. #J-18808-Ljbffr