Product Support Team Lead

CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies.

We’re on a mission to make businesses more human, and humans more impactful. We operate by our values — be intentional, pursue excellence every day, embrace the journey together, and be a good human — every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It’s been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500™ for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles.

We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together!

Team Lead, Product Support

As a Product Support Team Lead, you will be a cornerstone of our product support function — leading a team of L1 support specialists and setting the standard for responsive, high-quality support. You will shape team culture, drive operational efficiency, and serve as a bridge between the frontline and cross-functional teams. This is a high-impact team lead role for someone who is passionate about both people and exceptional customer experiences.

Working Hours: Thursday–Monday, 8am–5pm PHT

What you will do:

Team Leadership & Culture

• Lead, inspire, and develop a team of L1 Product Support Specialists, fostering a culture of ownership, accountability, and continuous growth.

• Provide individualized coaching, regular 1:1s, and structured performance feedback to strengthen both technical and interpersonal skills.

• Build psychological safety within the team — championing open communication, celebrating wins, and proactively resolving team conflicts.

• Serve as an escalation point and steady leadership presence during high-pressure or complex support situations.

Operational Excellence & Process Optimization

• Own and continuously refine support workflows, escalation paths, and standard operating procedures (SOPs) to maximize team efficiency.

• Identify process gaps and lead initiatives to address them — from triage improvements to tooling enhancements.

• Partner with the Support Operations Manager to evaluate and implement automation, AI-assisted triage, or workflow tools that reduce resolution time.

• Ensure adherence to defined SLAs and proactively surface risks when volume or complexity threatens target response times.

Customer Issue Resolution

• Oversee the end-to-end resolution of customer issues, ensuring accuracy, empathy, and timeliness in every interaction.

• Act as a senior escalation resource for complex, multi-stakeholder, or high-severity issues that require cross-functional coordination.

• Collaborate with Product, Engineering, and Customer Success teams to drive root-cause resolution and prevent recurring issues.

• Manage SLA and KPI performance across the team, implementing corrective actions when targets are at risk.

Training, Enablement & Onboarding

• Lead onboarding programs for new support hires to accelerate ramp time and build confidence.

• Develop ongoing training curricula covering product knowledge, troubleshooting frameworks, tone/communication standards, and tooling.

• Partner with Product to ensure the team is always up to date on feature releases, platform changes, and known issues prior to customer-facing launches.

• Build and maintain a knowledge base of training resources, guides, and playbooks that the team can self-serve.

Performance Management & Reporting

• Define, monitor, and report on team KPIs including CSAT, FRT (First Response Time), TTR (Time to Resolution), ticket backlog, and escalation rates.

• Conduct regular performance reviews and create individual development plans (IDPs) aligned to team and organizational goals.

• Use data to identify performance trends, coaching opportunities, and workload imbalances across the team.

• Present insights and recommendations to senior leadership during regular business reviews.

Cross-Functional Collaboration & Communication

• Communicate product updates, policy changes, and internal announcements to the team clearly and proactively.

• Collaborate with Customer Success on strategic accounts to ensure premium support experiences for high-value customers.

Customer Feedback & Experience Strategy

• Systematically collect and synthesize customer feedback from support interactions, CSAT/PSAT surveys

• Identify themes and patterns in customer pain points and translate them into actionable product or process recommendations.

• Collaborate with the Support Operations Manager to design and implement proactive outreach and satisfaction recovery strategies.

Documentation & Knowledge Management

• Review the accuracy and completeness of internal support documentation including FAQs, and troubleshooting guides.

• Collaborate with Product Education team to share knowledge gaps regarding internal product support processes.

Who you are and what you’ll need for this position:

• Bachelor’s degree in Business, Communications, Information Technology, or a related field — or equivalent professional experience.

• 3+ years of experience in a Product Support or Account Management role, including a minimum of 2 years in a formal Team Lead, Supervisor, or people management capacity.

• Demonstrated success leading and developing support teams in a fast-paced, high-growth SaaS or technology environment.

• Strong technical aptitude with the ability to quickly learn and articulate complex product functionality.

• Excellent communication skills — written, verbal, and cross-functional — with experience presenting to leadership.

• Hands-on experience with support ticketing systems (e.g., Zendesk) and CRM platforms (e.g., Salesforce).

• Proven ability to manage competing priorities, make sound decisions under pressure, and maintain composure during escalations.

• Data-driven mindset with experience setting KPIs, tracking team metrics, and driving measurable improvements.

Nice to have:

• Experience in Creator Marketing, Influencer Marketing, or related digital marketing platforms.

• Familiarity with Agile or Scrum methodologies and comfort operating in iterative, sprint-based environments.

• Certifications in relevant technologies, support methodologies or leadership development programs.

• Exposure to workforce management tools, QA frameworks, or support automation solutions.

What you will get from us:

• People: work with talented, collaborative, and friendly people who love what they do.

• Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.

• Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!

• Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.

• Whole Health Package: medical, dental, vision, life, disability insurance, and more.

• Savings: a 401k (USA) plan to help you plan ahead.

• Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).

Who we are:

CreatorIQ is the operating system for creator-led growth. Trusted by more than 1,300 global brands and agencies—including Burson, Delta Air Lines, Google, LVMH, Nestlé, and Sephora—CreatorIQ unifies creator marketing across paid, owned, earned, commerce, and community into one seamless, enterprise-grade ecosystem. With industry-leading intelligence infrastructure, rigorous compliance and security standards, and integrations with Meta, Snapchat, TikTok, YouTube, and more, CreatorIQ empowers brands and agencies to harness the creator economy as a strategic growth engine. CreatorIQ is a global company headquartered in Los Angeles with offices in Austin, New York, San Francisco, London, Manila, and Warsaw. Learn more at www.creatoriq.com and follow us on LinkedIn and Instagram.

At CreatorIQ, we believe that diversity is the key to unlocking our full potential. We are committed to fostering an inclusive, equitable, and empowering work environment where everyone can thrive, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other characteristic that makes us unique. By embracing our core values of being intentional, pursuing excellence every day, embracing the journey together, being a good human, and staying focused on what’s important, we create an atmosphere that promotes collaboration and growth. Join us to celebrate differences, innovate together, and be a part of a business that is disrupting the marketing industry.

Compensation, benefits, and beyond:

We understand that a comprehensive benefits package plays a significant role in your overall compensation. To gain more insight into the various components of our total compensation, we invite you to review our benefits and perks.