Tier I Support Team Lead

About Owner.com Owner is the AI growth system for local restaurants. Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts. Owner is like having an army of engineers and marketers on your side, just like the big chains. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → Our traction Since 2020, we've generated tens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location! Why we are looking for you We’re looking for a people-first, execution-obsessed Tier I Support Team Lead to lead from the floor, coach with intention, and drive consistent performance across our frontline Support team. This role is not about passive management. It’s about daily presence, clear standards, strong coaching, and rapid course correction to ensure customers receive timely, empathetic, and high-quality support—every interaction, every day. The Tier I Support Team Lead is responsible for the day-to-day execution of Tier I support. You will coach agents in real time, reinforce expectations, monitor performance against clear metrics, and take action when standards are not being met. You’ll work closely with other Team Leads, the Support Manager, and QA to ensure alignment, coverage, and consistency across the org. This role is 100% remote and may be based in LATAM - Colombia, Mexico or Costa Rica. The Impact You’ll Have

Lead and develop frontline agents

Own coaching and development for a pod of Tier I agents through structured 1:1s, live call/chat coaching, and timely feedback

Build confidence and capability while holding a high bar for performance, ownership, and customer experience

Identify skill vs. will gaps and address them directly through coaching or performance management

Own quality, accuracy, and consistency

Reinforce SOPs, workflows, and decision frameworks consistently

Partner with QA to calibrate expectations, address trends, and translate QA insights into clear coaching actions

Ensure tone, accuracy, and adherence meet expectations—not just CSAT

Drive daily execution and results

Actively monitor SLA, productivity, schedule adherence, attendance, and CSAT

Stay close to the floor to identify risks early and intervene quickly

Escalate issues appropriately while maintaining strong Tier I → Tier II handoffs

Build a culture of accountability and support

Create an environment where expectations are clear, feedback is frequent, and performance is owned

Balance empathy with accountability—agents feel supported and responsible for results

Reinforce behaviors that align with our values and customer standards

Enable scale and operational improvement

Surface gaps in training, documentation, tooling, or process

Partner with leadership to continuously improve how Tier I support operates at scale

Help agents progress toward mastery-level performance and future growth opportunities

Who You’ll Work With

Report to: Support Team Manager

Coach daily: Tier I Support Agents through 1:1s, feedback, and performance management

Partner with: Other Tier I Team Leads to ensure coverage, consistency, and alignment

Collaborate with: Tier II Team Lead to improve escalation quality and handoffs

Work closely with: QA Analyst on calibration, trends, and targeted coaching initiatives

What We’re Looking For

3–6 years of experience in customer support, ideally in a high-volume SaaS or marketplace environment

1–2 years in a leadership, senior agent, SME, or acting lead role with direct coaching responsibility

Strong passion for coaching and developing others—paired with comfort holding firm performance standards

Proven ability to manage day-to-day performance across SLA, productivity, attendance, and quality

Ability to diagnose performance issues (skill, behavior, clarity, or effort) and respond decisively

Highly organized, proactive, and comfortable making decisions without constant direction

Clear, direct, and empathetic communicator—able to deliver feedback that drives change

Experience with support tooling (Salesforce, Talkdesk, Intercom, or similar CRM/telephony platforms)

Calm, structured leader in fast-paced, high-volume environments

Spanish/English bilingual fluency is a strong plus

Restaurant, hospitality, or marketplace support experience is a plus

Pay & Benefits

The estimated base salary range for this role is $30k USD

Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!