Customer Service Lead - Remote

Overview

Wander is launching a new business unit — Wander Sites — and we’re looking for an experienced Customer Support Lead to build and manage customer support operations for this next chapter of the company.

In Short

• Manage and resolve inbound customer requests for Wander Sites through chat, email, and helpdesk tools.
• Develop and refine support processes, SLAs, and escalation paths.
• Create and maintain customer-facing help center content and internal documentation.
• Partner with Product and Engineering to identify and escalate bugs or workflow issues.
• Analyze trends in support requests and provide actionable insights to improve product experience.
• Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.).
• Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT).

Requirements

• 3–5+ years in customer support at a B2B SaaS company.
• Experience standing up support processes or teams in an early or growth-stage environment.
• Strong communication skills with empathy, clarity, and attention to detail.
• Technical aptitude for understanding product workflows and troubleshooting issues.
• Comfort collaborating cross-functionally in a fast-paced environment.

Benefits

• You’ll play a critical role in shaping how Wander Sites supports customers — balancing the agility of a startup launch with the backing and stability of Wander’s brand.
• This is a chance to build a scalable support operation from the ground up, while staying close to customers and their day-to-day experience.