Customer Support Team Lead

Bilingual Support Team Lead Company: GetOut (family activity subscription pass company) Team: Member Support, bilingual agent team Location: Remote (Note: Time zone overlap with US business hours) Reports to: Head of Member Support Type: Full Time (40 hrs) Role Summary This role mirrors the Team Lead function on GetOut's existing Go Guides support team: tactical, immediate, frontline execution. The Team Lead owns daily operations and agent performance for the bilingual pod, and is the first line of escalation before issues go to HQ. Strategy, cross-functional alignment, and the full member journey stay with the Head of Member Support; this role is about running the floor well, day in and day out. Key Responsibilities Team Trainings - Cover ticket trends and common issues, refresh tools and macros - Coach agents on member interactions and difficult scenarios - Communicate minor process updates and celebrate team wins - Coaching & Performance Management - Run 1:1s, huddles, and coaching sessions with both agents - Ensure the best possible member experience is being delivered Escalations & Handling - First source for escalations - immediate first line of support before HQ involvement - Own and maintain the escalation line, loop in other departments when needed Systems & Tools Ownership - Surface feedback on queues, routing, workload, and tool access Reporting & Insights - Conduct ticket audits, quality checks, and agent feedback Staffing & Scheduling - Track volume, assign work, and balance agents - Manage break times, coverage, and attendance Operations - Maintain, update, and create templates based on agent feedback and operational needs - Give day-to-day guidance to agents on provided systems and resources alongside the Head of Member Support Communication - Share daily updates, changes, outages, issues, and promos with the Head of Member Support - Relay agent feedback on systems and processes upward Required Qualifications - Fluent, professional-level proficiency in both English and Spanish (written and verbal) - Strong written communication skills; clear, warm, non-corporate customer-facing tone - Comfortable working independently with limited direct oversight - Reliable internet connection and a remote work setup - Experience as a customer support agent (3-5 years preferred) Preferred Qualifications - Experience with performance tracking, QA scoring, or coaching frameworks - Confidence when managing a remote or distributed team - Prior experience as a team lead or supervisor in a customer support environment (not just agent-level experience) - Experience with helpdesk/support platforms (e.g., Kustomer, Zendesk, Freshdesk, or similar) Can earn up to $1.00 more an hour based off performance!