Customer Support Team Lead

About the role

Canopy is a fast‑growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We aim to revolutionize the accounting space with modern, user‑friendly software and have secured $70M in Series C funding. As a Customer Support Team Lead, you will be the first line of real‑time leadership on our front lines, monitoring queue health, escalating issues, coaching specialists, coordinating logistics, leading new‑hire ramping, championing incident response, maintaining knowledge base content, and embracing AI workflows.

Responsibilities

• Own real‑time queue health: monitor live volume across chat, phone, and email, rebalancing assignments and flexing coverage to ensure response times stay inside target during peak hours.
• Act as the primary point of escalation: resolve complex customer issues on the front line and cleanly package rest‑of‑world cases for Technical Support, Payments Support, or Leadership.
• Coach and elevate performance: review conversations, listen to calls, provide direct feedback, and run biweekly 1:1s focused on skill development and leveling requirements.
• Coordinate operational logistics: oversee daily coverage, shift swaps, PTO adjustments, break adherence, and phone queue routing around team events.
• Lead new‑hire ramping: run shadowing and nesting programs, pairing trainees with mentors and delivering honest reads on ramp progress.
• Champion incident response: serve as a key response point during outages—deploying talk tracks and macros, coordinating customer messaging, and flagging spikes internally.
• Maintain one source of truth: partner with Support Enablement to keep macros, talk tracks, and Guru knowledge base content updated.
• Lead as a working team player: carry a reduced personal queue to stay close to the customer experience, while contributing to process improvements like routing, escalation pathways, and shared K