Customer Support Lead

About The Role

We are seeking an experienced Customer Support Lead to oversee and enhance the performance of an offshore support team while actively participating in daily support duties. This role involves direct reporting to leadership and full accountability for the customer support division. The position is based in San Francisco, CA, operating in a hybrid work model.

Key Responsibilities

• Lead a team of seven offshore customer support representatives by establishing clear expectations, ensuring consistent follow-up, and fostering effective communication.
• Personally handle escalated and highest-priority support tickets, particularly catering to agency owners and managers.
• Supervise response times and service level agreements (SLAs), promptly identifying bugs and elevating engineering concerns as necessary.
• Design and perpetually refine support procedures and workflows within Zendesk to boost team productivity.
• Analyze support metrics to identify trends, aiming to decrease ticket volume through collaboration with product and customer success teams.

Qualifications and Experience

• Between 4 to 7 years in B2B SaaS customer support, with at least 1 year in a leadership role managing a support team.
• Proven expertise in Zendesk, including creating automations and workflow optimizations.
• Experience in building self-service support platforms like help centers and comprehensive documentation.
• Strong data orientation with capability to track, evaluate, and report on support metrics.
• Background working in fast-paced startups, ideally from seed stage to Series B funding.
• Excellent communication skills with the ability to be direct and hold offshore teams accountable.
• Familiarity with Slack as a communication tool.

Preferred Additional Skills

• Experience within healthcare or health-tech SaaS customer support sectors.
• Indicators of exceptional performance such as education from a top 50 university, rapid promotions, or outstanding measurable achievements.
• Bachelor’s degree.

Compensation and Benefits

• Competitive salary package.
• Equity participation in the company.

Additional Information

By applying for this position, candidates agree to be represented by LYA Collective for this opportunity.