Customer Service Lead

About TAGTAG Grading is the most technologically advanced card grading company in the hobby. We built an automated grading system from the ground up — one that aims to eliminate subjectivity, documents every flaw, and gives collectors the clarity and confidence legacy graders never could. We're growing fast, investing heavily, and building the infrastructure to match the trust our collectors have placed in us.The RoleThis is a hands-on leadership role responsible for owning the senior support function: resolving complex cases, building process, coaching the team, and giving leadership real visibility into what's happening across our queue.You'll report directly to the Director of Customer Service and work alongside our in-house reps, remote support team, and AI-assisted triage. The person in this role will be the connective tissue between frontline support and leadership, ensuring every collector gets the resolution they deserve.What You'll DoOwn the senior support queue end-to-end: manage escalations, resolve complex grading disputes, order issues, shipping claims, and account problems that require judgment and ownershipDocument resolution workflows, escalation paths, and response standards so the team operates consistentlySet up and maintain performance dashboards: first response time, resolution rate, reopen rate, CSAT to give leadership a clear, real-time picture of CS healthCoach and QA the frontline team: review cases, identify patterns, close skill gaps before they become volume problemsCollaborate with operations on recurring issue root causes so that if the same problem keeps generating tickets, you surface it and drive the fixBe present and on-site at our LA facility as this role requires physical presenceWhat We're Looking For5+ years in customer experience or operations, with at least 2 years in a lead or senior individual contributor role managing escalations and/or a teamProven experience developing CS processes including onboarding, QA frameworks, SOPs, performance trackingFluency in CS platforms with Intercom experience strongly preferred; comfort with reporting, tagging, and workflow automationData-driven mindset: you don't just close tickets, you track patterns, measure outcomes, and use that to make the team betterStrong written communication skills, with the ability to draft response templates, internal documentation, and escalation summaries that reflect TAG's voiceHigh ownership, low ego — you'll be doing real work, not just directing itAbility to work on-site in Los Angeles full-timeNice to HaveHands-on experience with Intercom or a comparable modern CS platform — ideally at an admin or workflow-configuration level, not just as an end userExperience at a high-growth startup or scale-up environmentBackground in BPO management or distributed team coordinationFamiliarity with the trading card hobby and an understanding of what it means to a collector when something goes wrongWhy TAGTAG is not a legacy company coasting on name recognition. We're building something the hobby has never seen — and customer experience is central to whether collectors trust us or don't. The person in this role will have direct, visible impact on thousands of collectors, a strong team around them, and genuine room to grow as we scale.If you want a role where the standards are high, the work is real, and what you do every day actually matters to the people on the other end — this is it.