Senior Customer Support Lead - Remote

Overview

As a Senior Customer Support Lead at Findem, you will shape the future of customer support, acting as both a hands-on resource and a strategic partner in building the support function.

In Short

• Serve as the primary point of contact for customer support issues.
• Troubleshoot and resolve complex issues related to Findem’s platform.
• Collaborate with Product, Engineering, and Customer Success teams.
• Develop scalable processes for ticket handling and escalation management.
• Create and refine self-service resources for customers.
• Gather feedback to enhance the usability of support resources.
• Lead and mentor a support team.
• Promote a customer-first mindset within the team.
• Work in a hybrid role, with preference for Bay Area candidates.
• Contribute to a collaborative and inclusive work culture.

Requirements

• 5–7 years of experience in customer support for technical products.
• Ability to troubleshoot complex technical issues.
• Experience leading or mentoring a support team is preferred.
• Strong technical aptitude and proficiency in Zendesk and JIRA.
• Excellent communication and interpersonal skills.
• Proactive and solution-oriented approach.
• Ability to manage competing priorities under pressure.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible working arrangements, including remote work options.
• Opportunities for growth and development.