• Lead and develop a team of approximately 5 remote Support Associates, setting clear expectations for performance, quality, and customer experience. • Build a culture of trust, accountability, and continuous improvement through regular 1:1s, coaching, and performance management. • Raise the bar on support quality by providing direct, actionable feedback and developing strong judgment and ownership across the team. • Own the day-to-day execution of customer support, ensuring timely, accurate, and consistent service across all channels. • Serve as the primary escalation owner for complex or sensitive customer issues, making sound judgment calls and coaching the team to handle similar situations independently over time. • Operationalize support processes that drive consistency and scale, including documentation, workflows, training, and KCS-style resources. • Identify gaps or inefficiencies in current operations and partner with leadership to implement pragmatic, high-impact improvements. • Monitor queues, coverage, and workload to meet SLAs without reliance on heroics.