Bird Buddy

Customer Support

• Conduct regular check-ins with 10–15 student team members to support engagement, development, and performance
• Gather and share feedback on products, workflows, and internal processes
• Identify knowledge gaps and areas for improvement through regular work reviews
• Support onboarding and role transitions for new and existing team members
• Own daily Support operations and adjust priorities based on business needs
• Monitor ticket queues and support platforms to identify workload spikes, bottlenecks, and operational issues
• Review resource allocation and flag areas requiring operational adjustments
• Assist with managing access to tools, systems, and platforms used by the team
• Ensure team members have the resources, documentation, and support needed to succeed
• Co-create and maintain internal documentation, processes, workflows, and the team Knowledge Base
• Develop and maintain best practices for internal and customer communication
• Ensure team knowledge, processes, and workflows are clearly documented and easily accessible

Customer Support Team Lead