Job Description
Our client is looking for a hands-on Customer Support Leader to own and scale a best-in-class support experience across Consumer and Operator businesses. In this role, you’ll lead Tier 1 and Tier 2 support teams across multiple geographies and time zones, setting clear performance expectations, coaching managers and agents, and driving consistent SLA execution. You’ll own day-to-day support operations—including queues, escalations, and prioritization—while using data to reduce ticket volume, improve resolution speed, and increase first-contact resolution. You’ll also partner closely with Product and Engineering to manage Tier 3 escalations, conduct root-cause analysis, and prevent repeat issues. This role is ideal for a customer-first leader who is comfortable being in the work while continuously improving systems, processes, and performance through strong metrics, tooling, and accountability. This role is 5x a week onsite in Portland, OR. The salary range for this role is $140-160k/yr.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
· 5+ years in customer support/support operations, including leadership experience
· Experience managing teams of 30+ in multiple geographies and different time zones
· Proven track record improving support performance through metrics, process, and coaching
· Strong cross-functional skills, especially working with Product/Engineering on escalations
· Clear communicator who can drive alignment and execution in a fast-moving environment
· Comfortable being “in the work” while also improving the system
· Experience supporting both B2B and B2C customers (or multi-segment support models).
· Familiarity with modern support tooling and analytics (ticketing, telephony, QA, workforce management) (Zendesk will be a plus).
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.