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Customer Support Lead

Remote - United States

About Spectora

Spectora is the leading SaaS property inspection platform on a mission to transform property ownership, starting with inspections. We serve as the trusted technology partner for inspectors across the country, helping them build and scale successful businesses through our all-in-one platform.

With a decade-long track record and market-leading position, we touch about half of all property sales in the United States. Our flagship product is an all-in-one business solution that helps inspectors conduct and share inspections, manage and automate their operations, and market their business.

We're proud to be the market leader in the home inspection space, an achievement made possible by our relentless focus on our customers, product, and team. Today, we're not just competing in the industry, we're helping elevate it by simplifying complex processes, innovating with cutting edge technology, and empowering inspectors and property owners alike in what matters most.

And we win because of our people.

Our culture is powered by a high-energy, hilarious team who bring both IQ and EQ to the table. We push ourselves and each other to grow in our work and as humans, and we're serious about being the best versions of ourselves without taking ourselves too seriously.

About the Position

We are looking for a Customer Support Lead to own the growth and performance of our Tier 2 Customer Support Specialist team. This is a people-first leadership role, where your primary focus is developing individuals from their first day on the team through their promotion to Tier 3, while building the training infrastructure, team culture, and coaching practices that make the whole team stronger.

You'll work closely with the CS Team Manager and CS Operations to keep the front end of our support operation running at a high level. That means being deeply embedded in what the team is experiencing day-to-day - identifying coaching moments, closing knowledge gaps, monitoring performance, and serving as the voice of the customer internally and, when applicable, the voice of the company back to the customer - bringing the patterns, trends, and frontline realities they're uniquely positioned to see to the people and conversations where it can make a difference.

This role reports to the Customer Support Team Manager.

Core Responsibilities

  • Lead regular 1:1s with Tier 2 team members, using them for development and coaching, not just status updates
  • Own each team member's growth trajectory from onboarding through T3 promotion or their next career move
  • Create and actively revisit individualized development plans aligned to team member goals and business needs
  • Conduct performance reviews and manage performance improvement plans when needed, with fairness and clarity
  • Build a team culture where feedback flows in both directions and people feel supported, challenged, and invested in
  • Design and deliver ongoing product training to ensure T2 specialists can handle complex support scenarios independently
  • Identify knowledge gaps through QA, coaching conversations, and performance data, and close them proactively
  • Develop and maintain training resources in partnership with CS Operations
  • Support new hire onboarding and ramp, setting the team standard from day one
  • Monitor team performance against key metrics (CSAT, response times, QA scores) and take action when things drift
  • Conduct quality reviews and provide targeted, specific coaching to drive improvement
  • Analyze performance trends and customer feedback to surface patterns, diagnose root causes, and build action plans
  • Manage team scheduling, PTO approvals, and coverage planning to protect service levels
  • Surface patterns from customer interactions that should influence product decisions, training content, or support workflows
  • Serve as the connector between front-line support realities and leadership priorities, bringing customer insight into cross-functional conversations
  • Handle escalations that move beyond T2/T3, resolving complex situations with sound judgment
  • Translate strategic goals from the CS Team Manager into executable plans with clear timelines and measurable outcomes
  • Support adoption of AI tools and evolving processes, modeling the way for the team

Who You Are

We encourage you to apply even if you don't meet every bullet point. We are people, not checklists, and we hire as such!

  • You have experience leading or coaching a customer-facing team, whether that's as a formal people manager, a senior lead, a trainer, or someone who's naturally taken on a development role. What matters most is that you've done this work in practice, not just in theory
  • You're a coach first. You're genuinely energized by helping people grow, and you know how to tailor your approach to what each person actually needs, not a one-size-fits-all playbook
  • You communicate clearly and directly, even when it's uncomfortable. You balance empathy with accountability and know how to hold both at the same time
  • You're data-informed. You don't just track metrics, you use them to understand what's happening, investigate why, and decide what to do about it
  • You think in systems. When something isn't working, you look for the root cause rather than treating the symptom and you build sustainable, scalable, and repeatable solutions
  • You translate strategy into execution. You can take a high-level goal, break it into a plan, delegate pieces of it, and follow through to completion on time
  • You stay calm under pressure. Complex escalations, difficult conversations, and shifting priorities don't unsettle you, they're just part of the job
  • You're tuned in to what customers are experiencing. You notice patterns across escalations, feedback, and the queue, and you know how to bring those observations forward in a way that's useful. You come to the table with context, perspective, and ideas, not just a list of complaints
  • You bring yourself to work. Humor, curiosity, and genuine care for your team aren't extras, they're core to who you are

How You'll Live Our Values

Inspector Empowerment: You empower your team to empower inspectors. You coach your CSSII team members to deliver support that helps inspectors do their best work, and you advocate for customer needs across the company, ensuring inspector feedback drives meaningful change.

Excellence in Execution: You set the standard for quality and consistency. Through coaching, performance management, and process improvements, you ensure your team delivers the reliable, predictable, high-quality support that inspectors depend on. You execute on strategic initiatives with precision and follow-through.

Trust is Earned, Not Claimed: You build trust with your team through transparency, consistency, and genuine investment in their growth. You honor commitments to your direct reports and cross-functional partners, communicate clearly even when things get complicated, and create an environment where people feel safe to learn and take ownership.

We Build What Matters: You're a critical voice in translating customer needs into action. You identify what's truly important based on data and feedback, prioritize initiatives that drive real impact, and ensure your team's insights influence what we build and how we improve.

Pay & Benefits

Job Type: Full-Time

Base Salary: $72,500 annually + 5% Bonus

Total Rewards:

  • Core Benefits: Medical, dental, and vision; employer-paid life insurance; employer-paid short & long-term disability
  • Bonus: Target bonus based on a percentage of base salary, tied to individual and company performance
  • Equity: Stock options for all full-time employees, with grant amounts based on role level
  • Paid Time Off: Unlimited vacation and sick time, plus paid parental leave
  • Retirement: 401(k) with employer matching
  • Wellness: ClassPass membership subsidy to support fitness and well-being
  • Home Office Stipend: $500 reimbursement to set up your home office

Want to go the extra mile or make your resume stand out? Include a personalized video or note with your CV on why you'd be a great fit for the role. Have fun with it, we really want to get to know YOU!

Spectora strives to create an inclusive environment where everyone is set up for success and looks forward to coming into work everyday. As an equal opportunity employer, we prohibit discrimination in our hiring process and strongly encourage women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Base Salary

$72,500 - $78,000 USD

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