Customer Support Team Lead

Industry / Sector: High-Volume B2B Real Estate Lead Generation & PropTech Platform

Location: Remote (LATAM, South Africa)

Schedule: U.S. Business Hours Alignment | Full-Time (40 hrs/week)

Target Compensation: $$ negotiable depending experience

Primary Tech Stack: FreshDesk (Ticketing Queue) & GoHighLevel / GHL (CRM)

Position Overview

Our client is a high-growth, data-driven B2B real estate lead generation platform that participated in nearly 50% of all off-market home sales in North America over the last 12 months. Their customers are real estate investors running multi-million dollar businesses built on the motivated seller leads delivered to them daily. When a lead delivery stalls, a CRM webhook breaks, or a billing discrepancy occurs, it directly impacts their client's deal flow and revenue.

We are hiring a Customer Support Team Lead to take full operational ownership of the day-to-day Customer Support function inside the broader Customer Success organization. In this hybrid leadership role, you will mentor, train, and QA a frontline support team while remaining actively hands-on: monitoring support queues, taking inbound phone calls, texts, and voicemails, managing GoHighLevel integrations, and getting to the root cause of client friction.

If you thrive in high-agency, low-bureaucracy environments where you own real customer relationships and drive process efficiency, this role offers direct strategic impact.

Key Responsibilities

1. Inbound Channel Ownership & Frontline Execution

• Multi-Channel Point Person: Serve as the primary operational lead for all inbound support traffic across FreshDesk tickets, phone calls, SMS texts, and voicemails.
• Complex De-escalation: Step in directly to handle complex, technical, or high-friction client inquiries regarding lead delivery, platform mechanics, and refund requests.
• SLA & Queue Management: Monitor real-time inbox queues to ensure strict adherence to First Response Time (FRT) and Time to Resolution (TTR) targets across all shifts.

2. Team Leadership, QA & Capability Building

• Communication Quality Control: Conduct regular QA audits across email, chat, and call logs to enforce a high bar for accuracy, empathy, tone, and complete technical resolution.
• SOP & Knowledge Base Creation: Build, document, and update clear internal SOPs, training guides, and client-facing Help Center resources.
• Onboarding & Coaching: Train, onboard, and upskill support reps, shifting team culture away from "checking boxes" toward true root-cause problem-solving.

3. Cross-Functional Operations & Automation

• Root-Cause Elimination: Partner closely with Customer Success, Engineering, and Finance/Refunds teams to report recurring bugs and fix broken internal processes.
• Tech Stack Optimization: Identify opportunities to leverage GoHighLevel (GHL) workflows, ticket automation, and reporting tools to scale team capacity without dropping service quality.

Core Performance Metrics (Results)

• Speed & SLAs: Maintain agreed-upon First Response Time (FRT) and Time to Resolution (TTR) benchmarks across email, SMS, and phone.
• Resolution Quality: Increase First-Contact Resolution (FCR) rates while minimizing repeat tickets or unnecessary management escalations.
• Customer Retention: Drive high CSAT scores across active real estate investor accounts.
• Operational Efficiency: Successfully implement automation and SOPs that allow the team to support higher client volumes without increasing headcount proportionally.

Candidate Qualifications & Requirements

• 3+ Years B2B Customer Support / Leadership: Proven track record in B2B customer support, customer success, or tech-enabled service operations with team leadership experience.
• Elite English Fluency: Exceptional verbal and written English with a confident, polished phone presence capable of handling demanding American business owners.
• Tech Stack Mastery: Hands-on experience navigating support platforms (FreshDesk or Zendesk) and CRMs (GoHighLevel / GHL, Salesforce, or HubSpot).
• Process Builder: Demonstrated experience writing SOPs, creating Knowledge Bases, and mapping operational workflows.
• Analytical Mindset: Strong diagnostic skills, looking beyond the immediate ticket to solve the underlying operational flaw.

Preferred (Big Pluses)

• Real Estate / PropTech / Lead Gen: Experience working in real estate investing, wholesaling, home services, or B2B performance marketing.
• GoHighLevel (GHL) Advanced Skills: Direct experience configuring GHL workflows, automated triggers, and SMS/email pipelines.

Why This Role Matters

Our client's customers aren't casual app users; they are real estate investors running active businesses on the leads delivered to them. In this environment, support isn't about clearing a queue or pasting template responses to hit a quota. It is the primary driver of client retention and revenue growth.

As the Support Team Lead, you are the vital operational bridge between high-value investor clients and internal growth teams. If you fail in this role, slow response times and surface-level band-aids cause client churn and destroy brand trust. If you succeed, you build an airtight, sub-minute support machine that de-escalates high-stakes issues, uncovers systemic product improvements, and turns routine support touchpoints into long-term client loyalty.