Customer Support Lead

The support function has been run reactively — tickets get answered, but there's no real process, no tooling strategy, and no one accountable for the quality of what goes out. Response times are inconsistent, the team is small but growing, and customers notice.

We need a Customer Support Lead to take ownership of the function — not just answer tickets, but build the processes, set the standards, and make the team more effective. You'll be the most senior person on support and will work directly with the product and ops teams when customer issues point to something that needs fixing upstream.

• Managing the day-to-day support queue — triaging tickets, handling escalations, and keeping response times within target
• Building and documenting support processes — response templates, escalation paths, handoff procedures, and quality standards
• Setting up and optimizing the support tooling — Zendesk, Gorgias, or Intercom — including automations, macros, and routing rules
• Reporting weekly on ticket volume, response time, resolution time, and CSAT — with clear identification of recurring issues that need product or ops attention
• Hiring and onboarding support agents as the team grows, and maintaining quality as headcount increases

3+ years in customer support with at least 1 year in a lead or senior position. Experience building or overhauling a support function is a strong advantage. Hands-on experience with Zendesk, Intercom, or Gorgias required.