Customer Support Team Leader

☎ Community Phone

Community Phone is building the Toast for phones. We are the friendliest phone company in the country, supporting >20,000 customers nationwide.

Our product is designed around the physical phone -- the desk phone sitting next to your cash register. We are here to make sure you stop missing calls, your team can use the business phone number in the field, and your customers keep coming back. Outside of our business product, we also have a consumer product that blocks millions of phone scams per year.

Our team is ~70 people strong, across 15 countries. We are cash flow positive.

Join us in redefining the narrative, where communication is personal, secure, and built on trust. Let's connect the dots – one call at a time.

🌟 About the role

As the Customer Support Team Leader for our B2C Voice team, you will be responsible for driving your team’s performance across CRI, CSAT, Retention, and Expansion. You’ll coach, guide, and develop your team to deliver outstanding customer experiences while maintaining strong operational execution. This role blends people leadership, performance management, data analysis, and cross-functional collaboration. Ten percent of your week will be customer-facing to stay calibrated with customer needs, identify friction points, and ensure coaching is grounded in real interactions.

🚀 What You’ll Actually Do

Team Leadership & Performance Management

• Own your team’s core KPIs: CRI, CSAT, Retention, and Expansion.
• Monitor daily performance dashboards and coach continuously toward improvement.
• Conduct weekly 1:1s and structured coaching sessions with each team member.
• Identify knowledge gaps, skill gaps, or behavioral inconsistencies and build targeted improvement plans.
• Maintain high team morale through recognition, feedback, and consistent support.
• Learn from team behaviors, both positive and negative, and share patterns and themes that improve team operations.

Operations, Attendance, & Scheduling

• Manage attendance, punctuality, and adherence for your team.
• Build and manage agent schedules to ensure full coverage across shifts.
• Handle monthly rotational shift assignments for your team.
• Take escalations as needed and step into customer-facing work for calibration.

Data, Reporting & Insights

• Build reports and conduct deep dives into team performance, identifying trends or anomalies.
• Report weekly on churn, expansion, CRI, CSAT, AHT, and other indicators.
• Raise flags proactively when performance shifts, spikes occur, or process breakdowns appear.
• Share insights with the Support Manager and other internal teams to drive continuous improvement.

Process Improvement & Cross-Functional Collaboration

• Identify operational bottlenecks and suggest fixes that improve efficiency or customer satisfaction.
• Work with Product, Engineering, Sales, and Marketing teams to surface recurring issues and propose solutions.
• Improve documentation, training materials, and playbooks based on real case patterns.
• Participate in cross-department initiatives to improve customer experience or internal workflows.

Hiring, Development & Accountability

• Participate in the hiring process by reviewing resumes, conducting interviews, and selecting top candidates.
• Own all disciplinary actions, including coaching plans, written warnings, and terminations when required.
• Hold team members accountable to expectations, performance targets, and behavior standards.
• Calculate bonuses for your team each cycle with full accuracy and transparency.

Customer Experience

• Maintain a customer-centric mindset and ensure decisions center on customer satisfaction and long-term value.
• Perform customer-facing work roughly 10 percent of the week to remain close to customer pain points.
• Use insights from customer interactions to inform coaching, process improvements, and strategy.

🏆 What We’re Looking For

• 1+ year of experience managing a team in a Support organization.
• 3+ years of overall experience in Customer Support.
• Strong communication skills and the ability to simplify concepts, deliver clear feedback, and adapt tone to the audience.
• Excellent punctuality and a high standard for accuracy, detail, and clarity.
• Analytical mindset with the ability to build reports, run deep dives, and extract meaningful insights.
• Conflict resolution chops and the maturity to handle tough conversations.
• Vocal, honest, and comfortable raising concerns, escalating issues, or calling out flawed logic.
• Strong problem-solving abilities with a bias toward action and improvement.
• Adaptable to shifting priorities, new targets, and cross-department projects.
• Customer-centric thinking grounded in empathy and quality.
• Curiosity and persistence when facing unclear information or complex problems.
• Hunger to succeed, experiment, test hypotheses, and iterate toward better performance.
• Experience with Support tools like HubSpot, Bright Pattern, Console, Redash, or similar is a plus.
• Telecom or tech support experience is a plus.

How Success Will Be Measured

• Improvement in CRI, CSAT, Retention, and Expansion across your team.
• Consistency and accountability in attendance, scheduling, and operational execution.
• Quality and clarity of coaching, 1:1s, and development plans.
• Accuracy and reliability of reports, insights, and performance deep dives.
• Reduction in escalations tied to avoidable errors or knowledge gaps.
• Strength of team morale, stability, and performance consistency.
• Clear, proactive communication with cross-functional teams.
• Successful hiring, onboarding, and retention of strong performers.
• Effective disciplinary actions, when needed, are handled professionally and in a timely manner.

💙 Community Phone Culture

Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission.

Beyond the job description, here are some traits members of our team share:

We value Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles.

Efficiency Where it Counts. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values.

We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a Bias Toward Action is essential for achieving our goals and delivering exceptional results to our customers.

We strive for Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders.

We take our work seriously and see it as a reflection of who we are. We're always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a Founder Mindset, we're able to achieve our goals and create exceptional products.

We value a Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.