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Canopy is a fast-growing SaaS company building practice management software for accounting firms. They recently secured $70M in Series C funding and are unifying their customer support, technical support, payments support, and enablement functions under a new operating model.
As Customer Support Team Lead, you will be the first line of real-time leadership on the support floor. You'll manage queue health across chat, phone, and email channels, ensuring response times meet targets during peak hours. You'll serve as the primary escalation point for complex customer issues, resolving them on the front line or routing them cleanly to Technical Support, Payments Support, or Leadership.
Your core responsibilities include:
- Monitor and rebalance live queue volume across all channels, flexing coverage as needed
- Coach and develop support specialists through conversation reviews, call listening, and biweekly 1:1s focused on skill development
- Oversee operational logistics: daily coverage, shift swaps, PTO, break adherence, and phone routing
- Lead new-hire onboarding programs, pairing trainees with mentors and tracking ramp progress
- Serve as a key response point during outages, deploying talk tracks and coordinating customer messaging
- Partner with Support Enablement to maintain macros, talk tracks, and knowledge base content
- Carry a reduced personal queue while contributing to process improvements in routing, escalation, and shared KPIs
- Lead the team in implementing and utilizing AI toolsets to streamline support operations
This is positioned as a genuine leadership on-ramp designed to prepare high-performers for people management at Canopy. You'll have real influence over how the unified support operating model gets built, not just how it gets executed.
The role is hybrid in Draper, Utah with in-office attendance required on Mondays, Wednesdays, and Fridays.
**Requirements:**
- 2+ years of experience in a Customer Support or Contact Center environment, including at least 1 year in a senior, mentor, or lead capacity
- Proven leadership track record with demonstrated history of coaching peers, raising team standards, and delivering candid, growth-oriented feedback
- Operational decisiveness: ability to evaluate real-time queue data, pivot coverage on the fly, and prioritize urgency with sound escalation judgment
- Tooling and tech fluency with modern support and business platforms such as Intercom, Salesforce, Jira, Slack, and Google Suite
- Outstanding written and verbal communication skills with both internal teams and external customers
- Self-starter orientation with ability to navigate ambiguity, solve unstructured problems, and help build processes where none exist yet
- Ability to work a standard 40-hour M-F schedule with in-office attendance on M, W, F in Draper, Utah
**Bonus qualifications:**
- Experience in accounting, tax, or B2B SaaS software space
- Familiarity with workforce management concepts (scheduling, shrinkage, staffing models)
- Experience running a QA/conversation-review program and calibrating scores across a team
- Experience training an AI support assistant or maintaining underlying knowledge base
- Experience contributing to enablement or knowledge base content at scale
