Customer Support Lead - Remote

Overview

As a Customer Support Lead at Codes Health, you will be responsible for managing and enhancing the customer support experience, ensuring timely resolution of issues and building a capable support team.

In Short

• Build systems to triage and resolve inbound support tickets.
• Manage technical support escalations and coordinate with the engineering team.
• Oversee the formal complaints process, ensuring timely resolutions.
• Proactively manage overdue accounts while preserving customer relationships.
• Document clear escalation paths for various support scenarios.
• Analyze ticket volume and themes to provide insights to product and operations.
• Hire, onboard, and develop a support team as demand grows.
• Maintain support documentation and FAQs for consistency in resolutions.

Requirements

• 4–6 years of B2B customer support experience, with leadership experience preferred.
• Experience in technical support within a SaaS environment.
• Strong instincts for process and documentation.
• Ability to de-escalate situations with empathy.
• Familiarity with ticketing systems like Zendesk or Intercom.
• Experience managing collections or billing escalations.
• Willingness to hire and develop a team.
• Background in legal services, healthcare, or document workflow is a plus.

Benefits

• Opportunity to lead and shape the customer support function.
• Work in a rapidly growing and innovative company.
• Collaborate with engineering and product teams.
• Flexible working environment.
• Competitive salary and benefits package.