Owner.com - Tier I Support Team Lead - (Remote, Colombia)

• 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 • 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! • 🚩 Notice - Employment Scams • Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. • We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information.  If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond. • Notice - Employment Scams • We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.