In-Person Customer Support Supervisor

About the role

The Greenlight Team Lead is critical to maintaining earner trust and service reliability, especially in a high-stakes environment.

You lead the frontline team that manages complex account issues, security escalations, and the critical path for driver onboarding. Your success directly impacts marketplace health and safety in a challenging, high-volume market.

This is a role for a resilient, decisive leader who can move quickly and maintain composure when managing high-conflict situations.

It demands ownership-diagnosing local pain points using data and translating them into regional action. You will master the balance between empathy and execution, defining the future of in-person support.

What you'll do

• Own the operational excellence and compliance of the physical Greenlight site, managing resources and ensuring all earner interactions are resolved efficiently and professionally.
• Lead the team through complex site dynamics, utilizing advanced de-escalation training to manage earner issues with clear decision-making.
• Drive continuous process improvement by leveraging data analytics to identify and address the root cause of local issues and policy gaps before they escalate.
• Coach and develop a team of specialists, implementing consistent performance management protocols, providing clear feedback, and ensuring accountability for metrics and policy adherence.
• Serve as the primary conduit for information, translating complex regional strategy and policy updates into clear, actionable guidance for the frontline team and escalating local trends with data-backed reports.

1. 1+ years of direct people management experience in a high-volume, high-stakes customer service, retail, or operational environment.
2. Proven ability to de-escalate high-tension or conflict situations (e.g., security incidents, protests) while maintaining composure and policy adherence.
3. 2+ years of demonstrated experience leveraging data analysis tools (e.g., Excel/Sheets) to identify operational trends, diagnose performance, and drive strategic adjustments.
4. Basic Intermediate (B1-B2) written and verbal communication skills in English for clear internal stakeholder and regional reporting.
5. 1+ year of direct experience managing the physical operations, compliance, and resources of a retail or customer service center site.

• Prior experience successfully leading a team of 8 to 15 direct reports in a high-pressure environment.
• Experience collaborating across different time zones or national borders on shared operational initiatives.
• Demonstrated resilience and commitment to making difficult, data-driven decisions that prioritize process health over immediate emotional resolution.