{"id":3512636,"url":"https://alion.io/job/platphorm-customer-support-team-lead","title":"Customer Support Team Lead","company":{"id":4489127,"name":"Platphorm","domain":"platphorm.com","url":"https://alion.io/company/platphorm","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":85000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Multimodal AI","optional":false}],"status":"live","first_seen_at":"2026-10-30T07:30:25Z","employer_posted_date":null,"last_verified_at":"2026-10-30T07:30:25Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Do you love solving tough customer problems and helping a team do its best work? Want to shape a brand-new role on a small, dedicated team? Then we’d love to meet you! We are looking for an experienced Customer Support Team Lead with a strong background in online communities and email-based support, and a knack for raising the bar for everyone around them.\n\nPlatphorm, LLC builds innovative multi-modal information exchanges and provides a soup-to-nuts system that allows businesses to build scalable, reliable marketplaces where buyers pay sellers for information delivered by voice, mail, chat, SMS, or recorded phone message.\n\nThe marketplace we’ve built enables anyone to provide fee-based advice in their area of expertise, at a price of their choosing, and for others to find them and pay for a conversation. The interaction can take place over the phone, cam, chat, text, or email.\n\nThe Job:As our Customer Support Team Lead, you’ll be a player-coach: an expert frontline agent who also owns the day-to-day health of our support operation. You’ll spend about 60% of your time on frontline support and 40% on lead responsibilities. You will:\n\nHandle all frontline support duties, taking the most complex, sensitive, and escalated tickets\n\nMonitor queue health daily, including response times, backlog, and weekend coverage\n\nServe as the team’s first escalation point, and own technical escalations to Engineering from report to resolution, keeping affected customers updated\n\nMaintain our Help Center: keep articles accurate and fill gaps based on recurring tickets\n\nMaintain internal support documentation, saved replies, and macros\n\nTrack and report weekly and monthly support metrics, and flag trends with a recommended fix\n\nReview ticket quality and coach the team with regular, specific feedback\n\nBe the direct manager for our Customer Support Representatives: hold regular 1:1s, write performance reviews, manage schedules, and help hire for the team\n\nRequirements:\nComfortable with adult content\n\n5+ years of experience in a customer support role focused on online support for a technical product\n\n1+ years leading others, formally or informally, through training, ticket quality review, mentoring, or supervising\n\nExperience as a people manager\n\nExperience maintaining a help center or knowledge base\n\nComfort tracking support metrics and turning them into clear, actionable reports\n\nStrong written communication skills, including writing for customers who are frustrated or upset\n\nUnderstanding of online communities and experience as an online community member\n\nThrive in a small team environment and are willing to help out with duties outside the scope of your job\n\nMust be comfortable working with multiple customer bases from different communities such as personal advice, dating, and adult websites\n\nAvailable for occasional weekend on-call coverage\n\nAble to travel twice a year for company all-hands\n\nNice to Have:\nExperience with release testing or QA\n\nBackground at a marketplace, creator, or adult platform\n\nFamiliarity with trust & safety, content moderation, or payments and fraud\n\nExperience with Zendesk administration\n\nCompensation:85,000–110,000 base salary\n\nBenefits:\nHealth, dental, and vision insurance\n\n401K matching program with no vesting period\n\nFlexible Spending Account\n\nGenerous PTO plan and 12 company-paid holidays plus your birthday\n\nFully remote position (with two in-person meetings per year)\n\nFrequent virtual team-building events with lunch delivery provided\n\nFriendly and diverse coworkers\n\nOriginally posted on Himalayas","description_format":"text","description_chars":3572,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Vision insurance"],"hiring_locations":[{"name":"United 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