Support Operations Lead (US Hours) —

2+ years as a team lead, supervisor or shift lead in support or a contact centre, ideally on US accounts.
Hands-on configuration experience with at least one helpdesk platform (Zendesk, Intercom, Freshdesk, HubSpot Service, Chatwoot, Gorgias). You should have built workflows in it, not only worked inside one somebody else built.
Experience migrating a support operation from one system to another, or standing one up from scratch.
English at C1 or above, spoken and written. You will speak with American parents directly.
Real command of support metrics: SLA, first response time, answer rate, case ageing, CSAT.
Hands-on billing experience: refunds, failed payments, subscriptions or invoicing in a customer-facing role.
Genuine availability 8:00 to 18:00 US Eastern, not "reachable".
Reliable internet and a workspace suitable for calls.