Customer Support Team Leader at Community Phone Company

Job description

☎ 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 a