Uscreen
Support Team Lead
What's your preference?
Job Description
- Req#: 152
Employer Industry: Video Monetization and Streaming Services
Why consider this job opportunity:
- Opportunity to lead and develop a growing team of 11 in a fully remote environment
- Work for a profitable company that has empowered creators to generate nearly $1 billion in revenue
- Engage with cutting-edge AI tools to enhance support processes and efficiency
- Focus on continuous improvement with a commitment to high customer satisfaction
- Strong emphasis on team culture and professional development in a supportive remote setting
What to Expect (Job Responsibilities):
- Manage and mentor a team across Technical Support, End User Support, and Content Moderation
- Oversee the management of Intercom, including workflows and reporting
- Drive quality assurance across all support interactions to maintain high standards
- Identify and resolve bottlenecks in support workflows for improved efficiency
- Report on team performance and collaborate with cross-functional teams to address customer issues
What is Required (Qualifications):
- Proven experience leading or managing a customer support team of 8 or more
- Strong working knowledge of Intercom, including workflows and automation
- Hands-on experience with AI tools, including configuration and training
- Excellent documentation skills for creating SOPs, runbooks, and help center content
- Ability to work Eastern Time, Monday–Friday, 9 AM–5 PM
How to Stand Out (Preferred Qualifications):
- Experience with AI coding/automation tools like Claude Code
- Project management experience using tools like Asana
- Background in SaaS or video/streaming platforms
- Experience managing content moderation teams
- Knowledge of QA program design or optimization
#VideoMonetization #CustomerSupport #RemoteWork #TeamLeadership #AIIntegration
We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.
We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.About the company
Join the world’s leading video platform. Build and grow your online video business with Uscreen's all-in-one platform. Start your free trial:
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.