Lead, coach, and develop the Customer Support team, including managers and frontline support staff
Foster a customer-first culture focused on empathy, accountability, and continuous improvement
Research and implement new tools, including AI, to improve efficiency and customer experience
Manage relationships with vendor service providers
Develop planning forecast and match with staffing needs
Identify key bottlenecks and gaps across customer journey
Collaborate with Product to prioritize bug resolution
Analyze customer feedback to surface themes with broader product and strategy implications
Implement omni-channel monitoring and escalation across owned and public touchpoints
Manage QA of support interactions and investigate process breakdowns
Directly manage high-sensitivity service escalations
Partner with HR and leadership on hiring, onboarding, performance management, and career development
Own the day-to-day operations of Customer Support, ensuring consistent, high-quality service delivery
Design, implement, and refine scalable support processes and workflows
Identify inefficiencies and drive process improvements to enhance productivity and customer outcomes
Define, track, and report on key customer support metrics (e.g., response times, resolution times, ticket volume)
Use data and insights to identify trends, guide decision-making, and drive measurable improvements
Establish clear performance goals and accountability across the team
Serve as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholders
Partner cross-functionally to address root causes of customer issues and improve the end-to-end customer journey
Support major initiatives, product launches, and change management efforts impacting customers

Requirements

7+ years of experience in customer support, customer operations, or customer experience roles
5+ years of experience leading and managing teams, including people managers
Proven experience building or scaling customer support operations in a SaaS or technology environment
Strong analytical skills with hands-on experience defining and using performance metrics
Excellent communication, leadership, and stakeholder management skills
Passion for delivering exceptional customer experiences and developing people
Nice to Have: Experience with support platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud)
Background in process improvement methodologies (Lean, Six Sigma, or similar)
Experience working in a growth-stage or scaling organization
Experience working with third party service providers, including onshore and offshore

Benefits

Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates
401(k) plan with employer match
Flexible and casual work environment
Employee camping credit to encourage getting outdoors and experiencing our product!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportcustomer operationscustomer experienceperformance metricsprocess improvementLeanSix Sigmadata analysisscalable support processesomni-channel monitoring

Soft Skills

leadershipcommunicationstakeholder managementempathyaccountabilitycontinuous improvementteam developmentcustomer advocacycollaborationproblem-solving