****Location:****Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extra curricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless - so schools can focus on what truly matters: creating lasting impact in their hometowns. ****Role Summary:***** Lead, coach, and develop customer support teams, consisting of representatives across both client and fan support teams.* Demonstrate people leadership and model best practices for quality and responsiveness, while also being unafraid to roll up their sleeves when necessary to support the team* Own performance management including goal setting, regular one-on-ones, feedback, and performance improvement when needed.* Build and manage quality tracking programs such as ticket reviews and interaction audits, with clear coaching follow-up.* Define, track, and report on core support KPIs including response times, resolution times, backlog health, CSAT, and escalation trends.* Experience with support automation and AI-driven tooling, paired with a willingness to experiment, learn quickly, and refine processes based on real-world results.* Use data and trends to identify issues, improve performance, and drive better outcomes.* Continuously identify process gaps and inefficiencies and implement improvements that scale the team and reduce friction.* Ensure consistent and accurate use of Salesforce for case management, reporting, and documentation.* Manage day-to-day support operations including queue health, coverage, and escalations.* Partner closely with Customer Success, Product, Engineering, and Operations teams to improve the customer experience.* Lead and support a distributed support team, support vendors, and contractors, ensuring alignment, performance standards, and strong communication.* Manage support across multiple channels including chat, SMS, email, and phone while maintaining consistent quality and customer experience.* Plan and adjust staffing, workflows, and priorities to scale support capacity up and down during peak and off-peak seasons.* Bachelor’s degree or equivalent practical experience.* Five to eight years of experience in customer support, customer success, or a related customer-facing role.* Two to four years of experience leading, mentoring, or managing others in a support environment, with experience managing 5-10+ people.* Hands-on experience working in Salesforce for case management and reporting.* Experience working in a fast-paced, growing, or scaling organization.* Strong organizational and time management skills with the ability to manage multiple priorities, queues, and initiatives simultaneously.* Exceptional communication and interpersonal skills with a customer-focused mindset.* An ownership mentality that is proactive, reliable, and results-driven.* Experience mentoring, coaching, or developing others with the ability to inspire growth and accountability.* Adaptability to a fast-paced, evolving support environment with changing priorities and workflows.* Confidence leading team meetings, presenting ideas, and facilitating group discussions or training sessions.* Experience with Intercom Customer Support Platform* Comfortable working extended hours as needed to support national client base and seasonality* Strong people leadership skills with a genuine interest in coaching and developing others.* High-energy, engaging leadership style with a passion for motivating and developing support professionals.* Comfort providing direct feedback and holding team members accountable.* Data-driven mindset with the ability to turn metrics into action.* Process-oriented and motivated to improve how work gets done.* Clear and confident written and verbal communication skills.* Calm and decisive during escalations or high-volume periods.* Curious, proactive, and eager to grow into a senior support leader.* Willingness to roll up sleeves and support the team when needed.* Flexible PTO with no annual maximum.* 11 holidays and extended winter break.* 401(k) - up to 4% match.* Medical, dental, and vision insurance plans offered.* Employer HSA contribution.* Opportunities for virtual and in-person collaboration/social events. #J-18808-Ljbffr