CS Shift Lead Manager

• Our Shift Leads are improving fast and owning their work
• CSAT goes up, resolution time goes down
• Processes get smoother, not messier
• The support team culture stays strong, even as we scale
• And you become the obvious choice for future senior roles like Head of CS or Customer Success

• Coach and develop our Shift Leads - help them level up as real leaders
• Step in and lead by example when needed — you're not above taking a shift
• Track and improve KPIs: CSAT, resolution time, QA, and internal performance
• Identify weak links in systems and fix them fast
• Align with the Head of CS and other leads on strategy, planning, and hiring
• Own team results — no excuses, no finger-pointing
• Reinforce a culture of transparency, accountability, and growth
• Communicate performance clearly and consistently — no sugarcoating, no silence

• If you need structure handed on a silver platter, this isn’t it.
• If you avoid tough conversations, it won’t click.
• If leading by example isn’t your style, it won’t work here.

But if you thrive on clear expectations, radical ownership, and genuinely helping others improve, this is your stage.

• You have 1+ years in CS leadership or a similar management role.
• You’ve coached or managed other leads—not just individual contributors.
• You know how to build and scale operational processes.
• You’re data-driven, leveraging KPIs to steer decisions.
• You communicate directly and with care.
• You excel in environments that value trust and autonomy.
• You can flex into weekends or late hours as needed (we’re global).