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Salary: USD 70,000 - 80,000 / annual
Cove is a proptech software platform serving commercial real estate owners and operators across all asset classes. The company consolidates previously disconnected functionality and replaces legacy systems in buildings nationwide, including Willis Tower. Backed by Blackstone, Cove is a fast-growing startup entering a new growth phase.
As Customer Support Team Lead, you will split your time between handling support requests directly and managing a distributed team, including offshore team members. You'll own the day-to-day support experience for customers, handling inbound requests via email and other channels while ensuring timely resolution within SLA requirements. You'll manage team priorities, monitor quality and ticket coverage, coach team members on tone and technical accuracy, and drive SLA and CSAT targets.
Key responsibilities include: handling a share of support tickets directly and triaging high-priority issues; managing offshore team members' daily work including assigning priorities and ensuring coverage across shifts; owning overall team performance against SLA and CSAT targets; coaching and developing team members on ticket quality and technical troubleshooting; monitoring open tickets and stepping in when needed; ensuring responsive support during business hours and scheduled after-hours coverage; collaborating cross-functionally to resolve support issues; proactively improving user experience and adoption; and reporting on team capacity, ticket volume, and performance trends to leadership.
You should have 1–3 years of SaaS customer support experience, ideally with some team lead or mentorship background. Experience managing or coordinating with offshore or remote teams is valued. You're a natural problem solver, organized and data-driven, comfortable in fluctuating environments, and understand that customer support is core to business strategy. Experience with Zendesk or JIRA is a plus.
