Job Description
Strategic Imperative:
The Team Lead, Customer Support ensures the day-to-day execution and quality of the Consumer Support function by supervising front-line support staff, driving consistent performance against service KPIs, and ensuring escalations are handled accurately and efficiently. This role balances real-time operational leadership (coverage, queue health, SLA delivery) with people leadership (coaching, feedback, performance support) and continuous improvement (process adherence, knowledge quality, contact driver reduction). Success is defined by a stable, high-performing team that delivers excellent member experiences at scalewhile creating operational rigor, consistency, and measurable improvements in quality and efficiency.
Prodege
A cutting-edge marketing and consumer insights platform, Prodege has charted a course of innovation in the evolving technology landscape by helping leading brands, marketers, and agencies uncover the answers to their business questions, acquire new customers, increase revenue, and drive brand loyalty & product adoption. Bolstered by a major investment by Great Hill Partners in Q4 2021 and strategic acquisitions of Pollfish, BitBurst & AdGate Media in 2022, Prodege looks forward to more growth and innovation to empower our partners to gather meaningful, rich insights and better market to their target audiences.
As an organization, we go the extra mile to Create Rewarding Moments every day for our partners, consumers, and team. Come join us today!
Primary Objectives
- Lead daily operations to maintain queue health, coverage, and SLA adherence across email and live chat
- Coach and develop Customer Support Associates/Sr. Associates to improve quality, consistency, and productivity
- Own quality standards through QA reviews, calibrations, and effective feedback loops
- Manage escalations and ensure accurate, timely resolution of high-impact member issues Drive continuous improvement by reducing top contact drivers through knowledge, workflow, and cross-functional partnerships
- Maintain operational rigor through documentation, reporting, and disciplined process adoption
Qualifications - To perform this job successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Detailed Job Duties: (typical monthly, weekly, daily tasks which support the primary objectives)
- Daily Operations & Queue Management
- Monitor live chat and email queues throughout the day; rebalance workload to maintain service levels (SLA/response time/backlog).
- Coordinate daily coverage, schedules, breaks, and real-time staffing needs; identify gaps and escalate coverage risks early.
- Ensure consistent ticket hygiene and workflow adherence (tags, macros, routing rules, dispositions, escalation paths).
- Identify spikes or emerging member-impacting issues; initiate escalation protocols and coordinate internal communications as needed.
- People Leadership, Coaching & Performance Support
- Provide day-to-day supervision for assigned team members (e.g., CSAs, Sr. CSAs); set clear expectations and reinforce team standards.
- Conduct regular 1:1s, coaching sessions, and performance check-ins focused on quality, productivity, and professional growth.
- Support onboarding and ramp for new hires; ensure training completion, shadowing, and readiness milestones are met.
- Address performance gaps promptly using documented coaching plans and consistent follow-through; escalate concerns through appropriate HR/People processes when necessary.
- Quality Assurance (QA) & Member Experience Standards
- Own quality outcomes for the team: complete ticket audits, identify recurring errors, and provide actionable feedback.
- Lead calibration sessions to ensure consistent decisions and tone across agents; improve variance and reduce avoidable escalations.
- Partner with Specialists/Support Ops (if applicable) to improve macros, playbooks, and knowledge content based on QA and member feedback.
- Promote strong de-escalation practices and ensure difficult member interactions are handled professionally and consistently.
- Escalations & Complex Case Oversight
- Serve as the managerial or high-risk escalation point for complex or sensitive member issues; ensure proper investigation, documentation, and closure.
- Triage escalations effectively: confirm severity, gather evidence, document impact, and route to the correct partner team when needed.
- Ensure closed-loop communication with members on escalated cases, including clear timelines and outcome explanation.
- Escalate unresolved issues to the CS Director.
- Reporting, Insights & Continuous Improvement
- Track and report key performance metrics for the team (CSAT, SLA, QA, productivity, reopens/recontacts, backlog health).
- Analyze contact drivers and operational friction; propose improvements to reduce repeat contacts and member pain points.
- Provide feedback to the CS Director about Product, Engineering, and Fraud/Risk/Compliance.
- Support implementation of process changes, tooling updates, and new policiesensuring the team adopts changes quickly and correctly.
Additional Management Responsibilities
- Performance Management: setting and managing goals, on-going coaching, corrective action, annual reviews, rewards/recognition, and team/individual development
- Employee Life Cycle Management: headcount forecasting, job descriptions, recruiting/hiring, termination
- Governance: ensuring compliance to company policy/practice (e.g. attendance, behavior, workplace attire), ensuring compliance to employment law (e.g. time keeping, anti-harassment and diversity)
- Leadership: ensures availability to staff, team building, building rapport with individuals, encouraging strong collaborative relationships between individuals and departments, facilitating a healthy work/life mix, solicits and applies feedback (internal and external to team), self-improvement as a leader/manager of people
- Culture Ambassador: proactively demonstrate and cultivate a culture of cooperative collaboration, strong work ethic, solutions-orientation, quality focus, results-orientation, relaxed/enjoyable atmosphere, team- and individual- celebration, and company/product pride
The MUST Haves: (
ex: skills, education, experience, certifications, licenses)
- Five or more (5+) years of customer service/support experience (email/chat), including handling escalations and complex cases.
- Demonstrated experience leading, coaching, or supervising support teams (formal lead role preferred).
- Customer Service Excellence: Strong de-escalation skills and consistently professional written communication.
- Strong proficiency with Zendesk (or comparable CRM), including workflow adherence, tagging discipline, and queue management.
- Operational Strength: Ability to manage competing priorities in real time, make sound decisions, and maintain high standards under volume.
- Performance Management: Comfort driving KPI performance (CSAT, QA, SLA, AHT where applicable, reopens) through coaching and accountability.
The Nice to Haves: (
preferred additional skills, education, experience, certifications, licenses)
- Experience improving knowledge bases, macros, decision trees, and standard work documentation.
- Familiarity with workforce planning concepts (coverage modeling, scheduling, backlog forecasting).
- Experience supporting hiring (interviewing, onboarding plans) and contributing to team development programs.
