Support Team Lead

The Company

Uscreen is a video monetization platform empowering thousands of creators and media companies to build subscription-based streaming businesses. Our creators have generated nearly $1 billion in revenue while maintaining complete ownership of their audience and content.

We're fully remote, bootstrapped, and profitable since day one. We recently partnered with a growth capital firm for our next phase of expansion under new CEO leadership.

The Role

The Support Team Leader is the frontline leader of Uscreen’s customer-facing support operations. This person will manage and develop a team of 11 (and growing), owning the day-to-day performance, quality, and direction of three core functions: Technical Support, End User Support, and Content Moderation.

Beyond managing people, this role is responsible for the systems and tools the team relies on – including Intercom configuration, help center content, and AI-powered support tooling. The ideal candidate is someone who can lead a team, improve processes, and isn’t afraid to get hands-on with technology to solve problems.

Responsibilities

Team Leadership & People Management

• Manage 11 direct reports across Technical Support, End User Support, and Content Moderation
• Handle day-to-day coaching, 1:1s, performance reviews, and development plans
• Own escalation handling and triage management – make sure nothing falls through the cracks
• Drive quality assurance (QA) across support interactions
• Build and maintain a strong team culture in a fully remote environment

Support Operations & Systems

• Own and manage Intercom – workflows, automations, macros, reporting
• Oversee the help center: keep documentation accurate, up to date, and useful
• Create and maintain internal documentation, SOPs, and runbooks
• Identify bottlenecks and inefficiencies in support workflows and fix them

AI & Tooling

• Train and optimize front-end AI support tools
• Use AI to build internal utilities, automate repetitive tasks, and improve team efficiency
• Stay current on AI developments relevant to customer support and bring ideas to the table

Reporting & Cross-Functional Work

• Report on team performance, trends, and key support metrics
• Collaborate with Product, Engineering, and other teams to surface customer issues and feedback
• Project management experience is a plus – ability to run initiatives from start to finish
  
  

Results

Success in this role is measured by the team’s ability to consistently deliver fast, high-quality support while continuously improving through better processes, tooling, and coaching.

Key Performance Targets

• Maintain a 97%+ customer satisfaction (CSAT) score across all support channels
• Achieve and sustain a median first response time (FRT) of 20 minutes or less
• Keep first contact resolution (FCR) rate at or above 80%
• Reduce escalation volume quarter-over-quarter through better documentation, training, and AI deflection
• Team operates at a high level with minimal day-to-day involvement from senior leadership
• Support metrics are tracked, reported on, and consistently meeting or exceeding targets
• Documentation and SOPs stay current – nothing lives only in someone’s head
• Proactively surfaces trends, product issues, and customer feedback to cross-functional teams
  
  

Requirements

Must-Have

• Proven experience leading or managing a customer support team (ideally 8+ people)
• Strong working knowledge of Intercom (workflows, reporting, automation)
• Comfortable with Slack, Google Workspace, and modern SaaS tooling
• Hands-on experience with AI tools – not just using them, but configuring and training them (e.g., AI chatbots, support automation)
• Excellent documentation skills – can write clear SOPs, runbooks, and help center content
• Strong escalation and triage management skills
• Great at coaching and developing people at different skill levels
• Available to work Eastern Time, Monday–Friday, 9 AM–5 PM

Nice-to-Have

• Experience with Claude Code or similar AI coding/automation tools
• Project management experience (Asana or similar)
• Background in SaaS or video/streaming platforms
• Experience managing content moderation teams
• QA program design or optimization experience