Customer Support

• 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.

Customer Support Operations Lead

Financial Implementation and Support Specialist

Tech Support Representative

Director, Customer Support

Support Manager – Customer Experience, Operations

Senior Services Manager – Customer Service Management