Support Team Lead Job Description Template
Own the day-to-day running of a support team, handling escalations and coaching reps to hit quality and speed targets. You'll report directly to a VP or founder and own the support experience for all customers.
Begin with the role. Keep every hiring decision with your team.
Why hire a Support Team Lead?
As an SMB grows past 50–100 customers, founders can't handle support themselves anymore. A Support Team Lead brings structure: ticket routing, first-response SLAs, and a playbook so every customer gets consistent, fast help.
Support Team Lead salary ranges
Approximate annual gross salary bands (Q2 2026). Always adjust for your city, seniority, and the candidate’s experience.
United States
$65,000 – $95,000
United Kingdom
£45,000 – £68,000
Eurozone
€55,000 – €78,000
Support Team Lead responsibilities
- Coach 3–8 support reps on tone, troubleshooting, and product knowledge to hit quality metrics
- Own and reduce first-response time and ticket resolution rate, reporting weekly to leadership
- Triage escalations and complex bugs; own the communication loop between support and product/engineering
- Build and refine support workflows and documentation so reps resolve 60%+ of tickets in one touch
- Hire, onboard, and run 1:1s with each support team member; manage performance
- Track support metrics (CSAT, NPS, response time, resolution rate) and present trends to leadership monthly
Skills & requirements
Required
- 3+ years in a support or customer-success role, with at least 1 year leading or mentoring support staff
- Proficiency in one support platform (Zendesk, Intercom, Gorgias, or similar); comfortable with basic reporting and automation
- Clear written communication—your tone sets the bar for the whole team
- Ability to stay calm and organised when handling angry customers or ticket backlogs
- Demonstrated experience training others and giving constructive feedback
- Working knowledge of one CRM or help-desk integration (Salesforce, Slack, email systems)
Nice to have
- Experience in a B2B SaaS or e-commerce environment where customers are paying monthly
- Basic SQL or ability to write SQL queries to pull support data yourself
- Exposure to product roadmap and bug-triage processes so you can speak credibly to engineering
Copy-ready Support Team Lead job description
Support Team Lead [Company name] · [City], [Country] · [On-site / Hybrid / Remote] $65,000 – $95,000 (US) · £45,000 – £68,000 (UK) · €55,000 – €78,000 (EU) — gross/year
Own the day-to-day running of a support team, handling escalations and coaching reps to hit quality and speed targets. You'll report directly to a VP or founder and own the support experience for all customers.
Why this role exists As an SMB grows past 50–100 customers, founders can't handle support themselves anymore. A Support Team Lead brings structure: ticket routing, first-response SLAs, and a playbook so every customer gets consistent, fast help.
What you'll do
- Coach 3–8 support reps on tone, troubleshooting, and product knowledge to hit quality metrics
- Own and reduce first-response time and ticket resolution rate, reporting weekly to leadership
- Triage escalations and complex bugs; own the communication loop between support and product/engineering
- Build and refine support workflows and documentation so reps resolve 60%+ of tickets in one touch
- Hire, onboard, and run 1:1s with each support team member; manage performance
- Track support metrics (CSAT, NPS, response time, resolution rate) and present trends to leadership monthly
What you'll need
- 3+ years in a support or customer-success role, with at least 1 year leading or mentoring support staff
- Proficiency in one support platform (Zendesk, Intercom, Gorgias, or similar); comfortable with basic reporting and automation
- Clear written communication—your tone sets the bar for the whole team
- Ability to stay calm and organised when handling angry customers or ticket backlogs
- Demonstrated experience training others and giving constructive feedback
- Working knowledge of one CRM or help-desk integration (Salesforce, Slack, email systems)
Nice to have
- Experience in a B2B SaaS or e-commerce environment where customers are paying monthly
- Basic SQL or ability to write SQL queries to pull support data yourself
- Exposure to product roadmap and bug-triage processes so you can speak credibly to engineering
What we offer
- Salary: [range, gross, with currency and time unit]
- [Equity / bonus / commission if applicable]
- [Health, PTO, learning budget, equipment — only what's real]
- [Work mode + flexibility]
About [Company] [2–3 sentences: stage, customers, traction. Keep it specific.]
Want it tailored to your company and country?
Prepare a thoughtful, country-aware listing and keep every application attached to the same hire.
Frequently asked
What does the Support Team Lead role involve?
Own the day-to-day running of a support team, handling escalations and coaching reps to hit quality and speed targets. You'll report directly to a VP or founder and own the support experience for all customers. As an SMB grows past 50–100 customers, founders can't handle support themselves anymore. A Support Team Lead brings structure: ticket routing, first-response SLAs, and a playbook so every customer gets consistent, fast help.
What should the job description for Support Team Lead include?
A strong Support Team Lead job post has a one-line hook, why the role exists, 6 outcome-led responsibilities, a clear list of required skills, the salary range, and a country-specific compliance line. Use the copy-ready template above as a starting point.
What is typical pay for Support Team Lead?
Approximate annual gross bands (Q2 2026): $65,000 – $95,000 in the US, £45,000 – £68,000 in the UK, and €55,000 – €78,000 in the Eurozone. Adjust for city, seniority, and experience.
How do I write the job description for Support Team Lead quickly?
Use Penroll's free job description generator — enter the title and country and it produces a complete, inclusive, salary-formatted Support Team Lead post in about 30 seconds, no signup required.
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Next step: interview them well
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