Support Team Lead
UscreenWashington, District of Columbia, United States
Posted February 24, 2026
70000 - 80000 USD
Full Time
About the Company
Uscreen is a video monetization platform empowering thousands of creators and media companies to build subscription-based streaming businesses.
Job Description
The Support Team Lead will manage and develop a team of 11, owning the day-to-day performance, quality, and direction of three core functions: Technical Support, End User Support, and Content Moderation. The ideal candidate is someone who can lead a team, improve processes, and isn't afraid to get hands-on with technology to solve problems.
Requirements
- Proven experience leading or managing a customer support team (ideally 8+ people)
- Strong working knowledge of Intercom (workflows, reporting, automation)
- Comfortable with Slack, Google Workspace, and modern SaaS tooling
- Hands-on experience with AI tools – not just using them, but configuring and training them (e.g., AI chatbots, support automation)
- Excellent documentation skills – can write clear SOPs, runbooks, and help center content
- Strong escalation and triage management skills
- Great at coaching and developing people at different skill levels
Benefits
- Generous Paid Time Off
- 401k Matching
