Support Lead, Platform Innovation (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

We are seeking a Support Lead, Platform Innovation, on a contract basis to help support our Customer's business needs. This role is 100% remote.

This role reports to the Associate Manager of Support and serves as a frontline leader within the broader Restaurant Platform organization. It is a highly hands-on position, responsible for managing a full range of merchant support tickets while quickly ramping into ownership of the most complex, highest-impact escalations. This is not a role intended to primarily direct others. During the first ~3 months, the position is expected to be ~85% focused on ticket resolution to build deep product and workflow expertise. As proficiency increases, the role will take point on critical escalations, provide real-time coaching to agents, and support improvements to systems, processes, and knowledge resources to enable scalable support for thousands of restaurants.

Responsibilities:

• Work daily in merchant support queues and resolve a broad range of tickets end-to-end
• Investigate and solve novel issues with limited information by asking the right questions and quickly building context
• Serve as escalation owner for urgent, complex, and high-impact cases
• Drive resolution across Support, Operations, Product, Engineering, and external partners as needed
• Lead by example on ticket quality, resolution speed, and customer communication, especially in high-stakes situations
• Coach and support agents in real time by unblocking investigations and strengthening customer handling skills
• Identify recurring issues and translate insights into practical improvements
• Contribute to playbooks, internal knowledge articles, training materials, and lightweight process improvements
• Support expansion of channels and coverage (e.g., phone/video, extended hours) while maintaining high-touch service

Skills and Qualifications:

• Strong customer-facing support experience in a high-volume environment
• Experience supporting customers in high-stakes, high-complexity situations with operational and/or financial impact
• Experience in a team lead, escalation lead, floor lead, supervisor, or manager capacity (formal title not required)
• Strong ownership mindset with the ability to drive cases through ambiguity and coordinate across teams
• Clear, calm communication skills with the ability to de-escalate tense situations and set expectations appropriately
• Strong troubleshooting skills with the ability to dive deep into issues while identifying patterns for improvement
• Experience supporting POS, payments, hardware-enabled products, logistics, or multi-system workflows preferred
• Familiarity with support tools and workflows such as Intercom, routing/triage processes, QA, and knowledge management is preferred
• Comfort with basic technical troubleshooting; networking experience preferred
• Experience improving training content, troubleshooting playbooks, or onboarding materials preferred

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.