Customer Support Team Lead (Internal Team Members Only)

Orlando, FL

Full Time

Customer Success

Entry Level

OneRail is seeking eager internal candidates to fulfill the Customer Support Team Lead by assisting the Director, Client Services with the following responsibilities:

Responsibilities

Leadership & Team Development

Embody OneRail’s customer-centric core values in all internal and external interactions.

Assist the CSD in leading, coaching, and supporting the Customer Support (CSS) team:

Conduct 1-on-1 coaching sessions and performance evaluations with CSS team members.

Oversee new team member training to ensure effective onboarding and integration.

Operational Support

Field or provide backup for team members in handling support communications (calls, tickets, chat, email) based on team schedules and ticket volume.

Serve as an escalation point for the Customer Support team, ensuring adherence to client SLAs and timely escalation of unresolved issues to appropriate internal teams.

Quality Assurance & Process Improvement

Manage a Quality Assurance (QA) process, including a grading system and documentation, to assess the Customer Support team’s service quality and issue resolution:

Conduct a minimum number of QA activities per week
Track and monitor goals for CSS related to quality and quantity metrics, as measured through QA activities and customer feedback:
Examples: Number of Zendesk tickets handled per CSS, minimum QA score, average response time per channel.
Lead efforts to document existing Customer Support processes, with a focus on Claims management.

Additional Responsibilities

Perform other related duties as assigned to support the evolving needs of the company and department.

Requirements

Experience & Leadership

3–5 years of experience in customer support, client services, or a related field.

1–2 years in a leadership or team lead role in a high-growth or SaaS environment, preferred.

Experience in a post-Series C startup, SaaS, logistics, or technology-driven company is a plus.

Customer-Centric Mindset

Strong commitment to customer satisfaction and service excellence.

Ability to effectively resolve escalations and maintain positive client relationships.

Process Improvement & Quality Assurance

Experience in developing and implementing QA processes to assess and improve team performance.
Ability to analyze support metrics (e.g., response times, ticket resolution rates) and drive performance improvements.
Strong problem-solving skills to identify trends, root causes, and areas for process optimization.

Technical & Analytical Skills

Proficiency in customer support platforms such as Zendesk, Salesforce, or Intercom.
Ability to leverage data and analytics to monitor performance and make informed decisions.
Familiarity with claims management processes is a plus.

Training & Team Development

Ability to coach, mentor, and train team members to enhance their skills and efficiency.
Experience leading 1-on-1 coaching sessions and conducting new hire training.
Strong ability to motivate and drive accountability within a customer support team.

Communication & Collaboration

Excellent written and verbal communication skills, with the ability to interact with internal teams, customers, and executives.
Strong ability to collaborate cross-functionally with Product, Engineering, and Operations teams to improve support processes.

Adaptability & Problem-Solving

Ability to work in a fast-paced, evolving environment and manage shifting priorities.
Strong critical thinking skills to proactively identify and resolve customer pain points.

Shipper & Client Services Support (CSM Responsibilities)

Experience in client-facing roles or customer relationship management is a plus.
Ability to provide backup support for shipper escalations and assist in Client Connects and QBRs.

Education & Certifications (Preferred but not required)

Bachelor's degree in Business, Communications, Supply Chain, or a related field preferred.

Relevant certifications in Customer Support, CX, or Service Leadership are a plus.

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Because this role is integral in defining and executing our strategy for providing world-class service to customers, resolving inquiries to troubleshooting complex technical issues, partnering with a variety of internal stakeholders to address all customer needs in a timely manner, building and optimizing ticket flows and procedures, and providing regular operations reports to a cross-functional team, please explain your previous experience in these areas and how you might best apply that to this role.*

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This role is integral to the Customer Success department's operations, and as such is considered an in-house role that requires the ability and willingness to work from within OneRail HQ in Orlando, FL (ZIP 32819). If offered a role with OneRail would you be able to and willing to work in-house?*

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