Key ResponsibilitiesLead, coach, and develop a team of 4 CS specialists through regular 1:1s, feedback, coverage planning, and development conversationsOwn day-to-day operations: SLA management, QA, escalation support, and resolution quality across SMS, email, and escalationsRun the customer service programs on the team's plate: surveys, public reviews, escalation follow-through, VoC actionsWrite or coach the team on responses to negative public reviews that acknowledge issues genuinely without over‑validating or taking undue blameServe as backup coverage for the team during PTO and sick daysMonitor service KPIs (CSAT, FCR, response times, NPS, review metrics) and surface observations to leadershipPartner with the product and tech teams on tooling, workflows, and program design (they build, you run)Be a voice for the team in cross‑functional conversationsWhat Success Looks Like:In 3 Months… You've completed onboarding and now own the escalation pipeline. Ideal Candidate2+ years of experience in customer support or service, with at least 1 year in a lead, supervisor, or manager roleComfortable reading dashboards and monitoring metrics without a dedicated analystUses AI tools in their own work and is open to new onesStrong written judgment in public channels.