Customer Support & Operations Team Lead
New
United StatesFull-TimeManager
Salary95,000 - 115,000 USD per year
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Job Details
- Experience
- 4+ years of experience in customer support, CX, or support operations in a SaaS environment
- Required Skills
- People ManagementZendesk
Requirements
- 4+ years of experience in customer support, CX, or support operations in a SaaS environment
- Prior people management experience
- Strong experience building or improving support systems such as QA frameworks, routing, escalation paths, or reporting
- Hands-on mindset for queue work
- Experience handling billing-related support such as subscriptions, refunds, or payment issues
- Experience using or optimizing AI tools in customer support workflows
- Familiarity with support platforms such as Intercom, Fin, Zendesk, Help Scout, or similar
- Ability to collaborate across Product, Engineering, Finance, and Customer Success
Responsibilities
- Manage customer support tickets, escalations, billing inquiries, bug reports, and product-related questions directly in the queue
- Define and uphold standards for response quality, tone, accuracy, and escalation handling across human and AI-assisted support
- Improve first-response time, resolution time, and CSAT
- Build and maintain QA processes to systematically measure and improve support quality
- Own AI-assisted support workflows, including training, monitoring, and optimizing performance of automation tools
- Design and maintain queue management, routing, SLAs, escalation paths, and coverage planning
- Oversee billing, refunds, cancellations, and operational workflows
- Manage and mentor a small support team including one full-time IC and contractors
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