Customer Support Lead (100% Remote US)

About the Role

Our client, a high-growth health and wellness startup, is seeking a Customer Support Lead to take complete ownership of their customer support ecosystem. You will build and scale the operational infrastructure from the ground up, architecting ticketing systems, designing standard operating procedures, and leading a dedicated offshore support team in the Philippines. This fully remote position offers a base salary between $85,000 and $120,000, commensurate with experience, within an agile, mission-focused culture where support operations directly inform company strategy.

Responsibilities

• Architect and scale the end-to-end support infrastructure, including ticketing workflows, routing rules, escalation paths, and self-serve resources.
• Lead, mentor, and define operational scopes of work for an offshore team in the Philippines, establishing QA standards and daily accountability metrics.
• Oversee and protect high-touch communication standards across critical sponsor and partner touchpoints.
• Create macros, automated routing logic, and standard operating procedures (SOPs) to drive down response times and maintain quality.
• Analyze ticket trends to identify root causes of user friction, partnering with product and operations teams to advocate for customer-led improvements.

Requirements

• 3+ years of experience in customer support or customer experience, with proven ownership over support operations or team leadership.
• Demonstrated track record scaling support systems within an early-stage startup environment (sub-150 employees).
• Direct experience managing, coaching, and setting QA benchmarks and KPIs for offshore or distributed teams.
• Hands-on expertise implementing and optimizing modern help desk platforms (e.g., Zendesk, Gorgias, Intercom, or Kustomer).
• High autonomy with the ability to create structure from ambiguity and execute projects end-to-end.

Pay

Base salary between $85,000 and $120,000, commensurate with experience.

Posted By: Jason Weiss