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Customer Support Team Lead at Canopy - ApplyBlast

Customer Support Team Lead

Canopy

22 days ago

4.6 on Glassdoor

Draper, Utah, United States

Hybrid

Full Time

Medior

0 applicants

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About this role

The Customer Support Team Lead at Canopy serves as the first line of real-time leadership, overseeing queue health across chat, phone, and email while coaching specialists and elevating customer interactions. This role involves resolving complex escalations, coordinating operational logistics, and leading new-hire ramping programs to ensure high-quality support delivery. The position also focuses on implementing AI workflows and maintaining knowledge base content to streamline daily operations.

Responsibilities

Monitor real-time queue health and rebalance assignments across chat, phone, and email channels
Resolve complex customer escalations and coordinate with technical and payments support teams
Coach support specialists through conversation reviews, call listening, and biweekly one-on-ones

Skills

About Canopy

getcanopy.com

Headquarters

South Jordan, Utah, United States

Company Size

51-200 employees

Founded

2014

View Profile

Canopy is a cloud-based practice management platform built for accounting and tax firms. It combines CRM, document management, a client portal app, workflow automation, payments, time tracking, and billing into a single system. The product centralizes client communication and documents to streamline onboarding, tax season, and day‑to‑day firm operations while enabling secure payments and invoicing. Canopy positions itself as a leading practice management solution for firms seeking to automate processes and improve client service.