Support Lead - Remote

Overview

The Support Lead will be responsible for owning the entire customer support experience for a SaaS product, ensuring that customers succeed and love their experience with the platform.

In Short

• Own the entire support experience for the SaaS product
• Respond to user inquiries across various channels
• Triage user inquiries to the appropriate internal teams
• Develop scalable support processes including help docs and FAQs
• Track support metrics and use data to guide priorities
• Collaborate with founders and product teams to improve usability
• Shape a customer-focused support culture
• Opportunity to build and mentor a support team

Requirements

• 2–4+ years in B2B SaaS support, preferably in logistics
• Strong obsession with customer experience
• Highly organized with system creation skills
• Exceptional writing and speaking skills
• Tech-savvy with experience in product backends and CRMs
• Experience with logistics or ops-heavy tools
• Sales experience in logistics is a bonus

Benefits

• Opportunity to build the support function at a growing startup
• Focus on solving customer problems
• Bridge between customers, product, and engineering
• Work with a team of smart, high-integrity individuals