What are the responsibilities and job description for the Customer Support Team Lead position at Anchor?
At Anchor, we’re reinventing how businesses manage their revenue, transforming B2B payments with an innovative, automated billing and collections platform.
By simplifying financial workflows, we free companies from the burden of billing and collections so they can focus on growth.
Backed by top investors including Mosaic, Zeev Ventures, Entree Capital, and industry leaders like Amy Banse (Adobe, ON Running) and Tien Tzuo (Zuora), we’re making payments effortless so businesses can scale instead of chasing invoices.
As we continue to scale, we’re seeking a Customer Support Team Lead to both lead by example as a player-coach and drive operational excellence within our Support organization. This role offers an opportunity to blend frontline support delivery with people leadership, ensuring our growing customer base receives exceptional, solution-driven service while maintaining best-in-class SLAs and CSAT scores.
This position is hybrid-based in Austin, TX, with a mix of office and remote work (4 days from the office, 1 day from home), with part of the team distributed globally.
The ideal candidate thrives in a hybrid environment, fostering collaboration and engagement across both in-office and remote teammates.
Responsibility
Hands-On Support:
- Serve as an escalation point for complex or high-priority customer issues, modeling best-in-class support practices.
- Respond directly to customer inquiries as needed, maintaining a deep understanding of our platform and customer experience.
- Partner with Product, Customer Success, and Sales to surface customer insights and advocate for meaningful improvements.
- Contribute to support content development (FAQs, documentation, macros) to scale customer self-service.
Leadership & Team Development:
- Lead, mentor, and inspire a small but growing team of Support Associates, fostering a culture of accountability, collaboration, and continuous learning.
- Set clear performance expectations, monitor support KPIs and SLAs (CSAT, first response time, resolution time), and drive initiatives to improve results.
- Develop onboarding, training, and ongoing development programs for support team members.
- Create scalable, automated processes and workflows to prepare the team for rapid growth and create efficiency.
- Partner with leadership to shape the long-term vision and strategy for Anchor’s Support function.
- Leverage emerging technology and automation to increase team capacity, streamline workflows, and enhance the overall customer support experience.
- Monitor support volume and workload trends, providing data-driven recommendations on structural improvements, process refinements, and future headcount needs to ensure scalability.
Requirements
- 3–5 years of experience in customer support, with exposure to B2B SaaS or fintech strongly preferred.
- 1–2 years of experience directly managing or leading a team in a high-performing support environment.
- Experience with operations, systems, or process improvement, particularly in developing scalable support workflows or leveraging automation.
- Proven ability to balance individual contributor responsibilities with team leadership and performance management.
- Strong organizational skills and an ability to prioritize effectively in a fast-paced environment.
- Excellent communication skills (written and verbal) with a talent for coaching others and building rapport across teams.
- Experience with support platforms such as Intercom, Jira, and CRM systems like HubSpot.
- Spanish language skills — a significant plus
Extra
- Background in accounting, finance, or bookkeeping is a plus.
- Experience in B2B & B2B2C Self-Serve SaaS.
