Customer Support Operations Lead - Remote

Overview

This role is critical to ensuring our customers have a smooth and successful experience on our platform. You will be responsible for managing customer support operations in a high-growth SaaS environment.

In Short

• Lead customer support operations for a fast-growing B2B SaaS company.
• Manage and optimize the Intercom setup for customer interactions.
• Own key support KPIs including ticket resolution and customer satisfaction.
• Collaborate with cross-functional teams to resolve issues effectively.
• Mentor and grow a small team while leading by example.
• Improve support processes based on customer feedback.
• Act as the first line of defense for live customer issues.
• Work in a remote-friendly environment with opportunities for growth.
• Contribute to strategic decisions with founders and C-Suite.
• Drive the customer support function from the ground up.

Requirements

• 2–5+ years in B2B SaaS support or operations.
• Experience with Intercom or similar support software.
• Strong communication skills and a customer-first mentality.
• Ability to thrive in fast-paced, ambiguous environments.
• Operational mindset with a focus on building scalable systems.
• Bonus: experience in the hospitality or events industry.
• Bonus: experience mentoring or managing others.

Benefits

• 100% health coverage for employees and 50% for dependents.
• Maternity leave support.
• Future 401K plan coming soon.
• Quarterly team meetups.
• Remote work budget and opportunities for leadership advancement.