PhillyTech (SaaS Talent)

Customer Support Operations Lead

PhillyTech (SaaS Talent)

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Senior

About the role

  • Be the first line of defense for live customer issues via Intercom (chat, email, and occasional phone).
  • Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros.
  • Improve support processes and documentation based on customer interactions.
  • Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness.
  • Act as a player-coach : lead by example while mentoring and growing a small team.
  • Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues.

Requirements

  • 2–6+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company.
  • Proven experience building or significantly improving support processes and tooling.
  • Hands-on Intercom, or similar software, experience is required (backend workflows, bot management, automations) - (similar: HelpCrunch, Tidio, Freshdesk / Freshchat (Freshworks), LiveChat, LiveAgent, Customerly, etc)
  • Operational mindset — someone who enjoys creating order out of chaos and building scalable systems.
  • Customer-first mentality with strong communication skills (written and verbal).
  • Comfortable in ambiguity, adaptable, and resourceful — thrives in fast-paced environments.
  • Bonus : experience mentoring or managing others.
  • Bonus : experience in the hospitality or events industry.