Customer Support Lead Jobs

Company Overview:

We've partnered with a series seed SaaS company that offers an all-in-one creator platform. They are looking for a Customer Support Lead to join their awesome and collaborative team!

Responsibilities:

• Collaborate with cross-functional teams, such as product management and engineering, to communicate customer feedback and identify areas for improvement.
• Lead the customer support team, including training and performance management of support agents.
• Develop and maintain customer support policies, procedures, and guidelines to ensure consistent and high-quality service delivery.
• Serve as the primary point of contact for escalated customer inquiries or complaints, effectively resolving issues in a timely and satisfactory manner.

Requirements:

• Proven experience in building systems that scale, while leading and managing a customer support team (including hiring, training, and performance management).
• Analytical mindset and the ability to leverage customer support data to drive insights and improvements.
• Strong interpersonal and communication skills, with the ability to empathize with customers and deliver clear and concise responses.
• Previous experience (3+ years) in a customer support or customer service role, preferably in a tech startup or creator economy-related company.
• Excellent problem-solving and critical thinking abilities, with a focus on finding innovative solutions to customer issues.
• In-depth knowledge of the creator economy, including familiarity with content creation platforms, monetization strategies, and community building.

Additional Info/Benefits

• Healthy Body Stipend: coverage of one physical activity membership (Gym, Yoga, Outdoors)
• Every employee is an owner: you’ll receive equity to make sure that your hard work directly benefits your own financial future.
• Company paid premiums for medical, dental, and vision insurance for self and family
• 401k, 5% company matching
• Health & Wellness Membership Reimbursement up to $500 per year, subject to verification by the Company of regular use