Custom Support Lead

About the role

Build a world-class, systems-driven support function from the ground up. Collaborate with product, engineering, and design to create scalable support operations through automation, self-serve tools, and a tight feedback loop. Own the end-to-end support experience from first customer contact to durable systems that scale.

Key Responsibilities

• Own support operating system: tooling, workflows, SLAs, escalations, and quality standards.
• Build scalable self-serve: help center, knowledge base lifecycle, templates/macros, and deflection content.
• Implement automations/integrations across support and internal systems for improved routing, prioritization, and follow-through.
• Run a tight support-to-product loop: pattern detection, crisp bug reports, root-cause partnerships with engineering, and customer closure.
• Establish and operate key metrics (FRT, TTR, CSAT, backlog health) and drive continuous improvement.

Qualifications

• 6+ years in customer support, customer success, or technical support at a software company, including ownership of systems/process improvements.
• Proven ability to leverage automation and operational rigor to turn recurring issues into durable workflows and tools.
• Excellent written and verbal communication skills with customers and internally (tickets, incident comms, escalations, postmortems).
• Metrics-driven with capacity to execute improvement cycles from data to action.
• Bonus: Experience supporting technical/dev tools, CAD/EDA workflows, or building AI-assisted support workflows.

Desired Profile

• Impact-oriented: Driven to deliver real value to users.
• Ambiguity-native: Thrives in undefined, evolving environments.
• Collaborative: Shares ideas early and welcomes debate.
• Convention-averse: Embraces AI-first approaches and experimentation.
• Ownership mentality: Self-starter with bias for action and deep care for team and community.