Customer Support Lead

Our client is seeking a Customer Support Lead with at least 4 years of experience to lead and optimize an offshore customer support team while remaining hands-on in day-to-day support operations. This high-ownership role reports directly to the leadership team and offers full ownership of the support function. The position is full-time hybrid in San Francisco, CA.

Responsibilities

• Manage and lead a team of 7 offshore customer support reps, setting expectations, following up consistently, and ensuring clear communication across the team.
• Triage and handle the highest-priority tickets yourself, ensuring agency owners and managers are taken care of.
• Monitor and enforce response times and SLAs, flagging active bugs and escalating engineering issues as needed.
• Build and continuously improve support processes and workflows in Zendesk to maximize team efficiency.
• Analyze support data to surface trends and reduce ticket volume, partnering with product and customer success teams.

Requirements

• 4–7 years of experience in B2B SaaS customer support with 1+ years leading a team.
• Experience managing a team of customer support representatives.
• Deep Zendesk expertise, including building automations and workflows.
• Built self-serve support infrastructure (help centers, documentation).
• Data-driven—tracks metrics, analyzes trends, and reports to product teams.
• Experience at a fast-growing startup (seed to Series B).
• Strong communicator who can be direct and hold offshore reps accountable.
• Familiar with Slack.

Nice-to-Have Skills

• Healthcare or health-tech SaaS customer support experience.
• Signals of excellence (top 50 university, fast promotions, or standout outcomes).
• Bachelor’s Degree.

Benefits

• Highly competitive salary.
• Equity participation.