Skylight is hiring a full-time, remote Customer Support Team Supervisor for our Calendar Concierge Team. You will lead a team of support agents dedicated to our mission of connecting loved ones by improving family life. This role focuses on performance management, quality assurance, onboarding, training, and ensuring high-quality customer interactions across all channels.
What You'll Do
- Drive team quality and performance by maintaining high standards across all customer communication channels and ensuring KPIs are met.
- Provide regular coaching and feedback to support agent growth and performance.
- Oversee quality assurance efforts for Zendesk tickets, live chat, and social media responses.
- Lead hiring, onboarding, and training for new Concierge team agents.
- Manage and evolve customer-facing initiatives and programs to help the team better serve users.
- Serve as a key cross-functional partner, staying aligned with product, operations, and support initiatives.
- Lead planning and execution of team coverage during high-volume periods such as Q4 and Mother’s Day.
What We're Looking For
- 3+ years of experience in customer support.
- Demonstrated leadership or supervisory experience.
- Strong written and verbal communication skills.
- Experience with CRM support platforms such as Zendesk.
- Experience providing direct support to customers via Social Media platforms such as Reddit and Meta.
- Proven ability to coach, train, and support team members in a fast-paced environment.
- Highly organized, self-motivated, and comfortable managing multiple priorities.
- Collaborative and empathetic leader, committed to helping others succeed.
Technical Stack
- Zendesk
Team & Environment
You will lead a team of customer support agents (Calendar Concierge Team).
Benefits & Compensation
- Competitive Salary + Equity Package
- 401K matching
- Wellness, learning, and home-office budgets
- Health, Dental & Vision Medical Plans
- Tremendous autonomy to set the direction of your work
- Unlimited PTO
- Company holidays on the first Friday of every month (Excluding November, December, and January)
- Compensation: $90k (for Colorado-based candidates), $90k (for California-based candidates) + equity package
Work Mode
This is a full-time, remote position open to candidates in the US.
Skylight is committed to building a diverse and inclusive team. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws.
