Customer Support Team Lead

Customer Support Team Lead    What We’re Looking For:A proactive, people-focused Customer Support Team Lead to guide our growing support team at Ephoca. Someone who will thrive as the heart of our customer experience—leading a team that helps homeowners, contractors, and partners get fast, reliable HVAC support whenever they need it.A natural leader who thrives in fast-paced environments and loves building systems that make teams and customers happier.Your Responsibilities:Lead the TeamCoach, motivate, and support a team of customer care reps, dispatchers, and service coordinators.Set clear goals and KPIs for response time, resolution rate, and customer satisfaction.Hold regular check-ins, reviews, and team training sessions to keep everyone growing and aligned.Oversee OperationsManage all inbound and outbound calls, including service requests, warranty claims, and technical questions.Coordinate with service techs and logistics to schedule field visits and parts deliveries efficiently.Handle call routing, scheduling, and escalation to maintain smooth operations and coverage.Monitor performance metrics and make real-time adjustments to improve results.Enhance the Customer ExperienceHandle escalated cases and ensure every customer feels heard and cared for.Gather and analyze feedback to identify recurring issues and improvement opportunities.Refine call scripts, SOPs, and training materials to ensure consistent, high-quality service.What You Bring5+ years of experience leading customer service or call center teams.Strong leadership and communication skills—you know how to inspire and guide others.Hands-on experience with CRM and call center software (Zoho, Zoom, etc.).Data-driven mindset with a passion for improving processes and performance.Excellent problem-solving and conflict-resolution abilities.Positive attitude, team spirit, and love for delivering top-notch customer care.Location: In-office, Har TuvHours: Full-time | 3:00 p.m.–12:00 a.m. (U.S. hours) | Flexibility for after-hours as needed To Apply: Send your resume to jobs@ephoca.com with “Customer Support Team Lead” in the subject line.