Customer Support Team Lead
Industry / Sector: High-Volume B2B Real Estate Lead Generation & PropTech Platform
Location: Remote (LATAM, South Africa)
Schedule: U.S. Business Hours Alignment | Full-Time (40 hrs/week)
Target Compensation: $$ negotiable depending experience
Primary Tech Stack: FreshDesk (Ticketing Queue) & GoHighLevel / GHL (CRM)
Position Overview
Our client is a high-growth, data-driven B2B real estate lead generation platform that participated in nearly 50% of all off-market home sales in North America over the last 12 months. Their customers are real estate investors running multi-million dollar businesses built on the motivated seller leads delivered to them daily. When a lead delivery stalls, a CRM webhook breaks, or a billing discrepancy occurs, it directly impacts their client's deal flow and revenue.
We are hiring a Customer Support Team Lead to take full operational ownership of the day-to-day Customer Support function inside the broader Customer Success organization. In this hybrid leadership role, you will mentor, train,



and QA a frontline support team while remaining actively hands-on: monitoring support queues, taking inbound phone calls, texts, and voicemails, managing GoHighLevel integrations, and getting to the root cause of client friction.
If you thrive in high-agency, low-bureaucracy environments where you own real customer relationships and drive process efficiency, this role offers direct strategic impact.
Key Responsibilities
1. Inbound Channel Ownership & Frontline Execution
- Multi-Channel Point Person: Serve as the primary operational lead for all inbound support traffic across FreshDesk tickets, phone calls, SMS texts, and voicemails.
- Complex De-escalation: Step in directly to handle complex, technical, or high-friction client inquiries regarding lead delivery, platform mechanics, and refund requests.
- SLA & Queue Management: Monitor real-time inbox queues to ensure strict adherence to First Response Time (FRT) and Time to R

📌 Customer Support Team Lead (Colombia)
🏢 Somewhere
📍 Colombia