Customer Support Operations Lead - Remote

Overview

Our client is a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. They are now at a critical growth stage and hiring a Customer Support Operations Lead to own and scale the support function.

In Short

• Lead the customer support operations for a high-growth SaaS company.
• Manage and optimize Intercom setup and support processes.
• Own key support KPIs like ticket resolution time and customer satisfaction.
• Collaborate with cross-functional teams to resolve customer issues.
• Act as a player-coach, mentoring a small team.
• Work closely with the CEO and Director of Client Success.
• Impact the growth and success of the company.
• Enjoy a collaborative and accountable company culture.
• Remote work with a budget for home office setup.
• Opportunity for leadership advancement.

Requirements

• 2–6+ years in a B2B SaaS support or support operations role.
• Experience with Intercom or similar customer support software.
• Operational mindset with a customer-first mentality.
• Strong communication skills, both written and verbal.
• Ability to thrive in fast-paced environments.
• Bonus: experience mentoring or managing others.
• Bonus: experience in the hospitality or events industry.

Benefits

• 100% employee health coverage and 50% dependent coverage.
• Support for maternity leave.
• Future 401K plan coming soon.
• Quarterly team meetups for collaboration.
• Remote work budget.