Founding Customer Success Lead

Support Experience

You have 2–4 years of experience in customer support or success at a SaaS company. You've answered tickets, you've talked to angry customers, you know what good looks like.

Ideally Based

Based in the east coast and can make trips to NYC for in person team interaction initially.

Responsibilities

• Triage tickets across Slack, email, and our help center
• Bug triage: figuring out what's a real bug vs user error vs doc gap, and writing tickets engineers can actually act on
• Customer education: building the help center, onboarding flows, and email sequences that reduce ticket volume
• Customer relationships: being the trusted point of contact for our customers when things go wrong (and when they go right)
• Process: defining how support, onboarding, and customer success work as we scale our customer base

Requirements

• You are naturally curious about how products work. When something breaks, your first instinct is to figure out why, not just escalate it
• You write clean, concise tickets. Engineers love working with you because you give them everything they need without burying them in noise
• You can hold your own with sophisticated customers. Our users are recruiting firm owners and operators with strong opinions — you stay calm, listen well, and push back thoughtfully when needed
• You are comfortable with ambiguity. We don't have a playbook yet. You'll be the one writing it
• You are proactive about systems. If you find yourself answering the same question three times, you build a doc, a macro, or an automation
• You are comfortable using AI tools (Claude, ChatGPT, etc.) in your day-to-day workflow. You'd rather automate something than do it manually
• You have worked at an early-stage startup (Series A or earlier)
• You can read SQL or basic code well enough to debug small issues yourself (or leverage claude code and cursor)
• You have written help docs, set up a help center, or owned a knowledge base
• You have used Intercom, Plain, Linear, or similar tools
• You are familiar with the recruiting or HR tech space (not required, just a plus)

Qualifications

• You have 2–4 years of experience in customer support or success at a SaaS company. You've answered tickets, you've talked to angry customers, you know what good looks like
• You are based in the east coast and can make trips to NYC for in person team interaction initially

Skills

• You are naturally curious about how products work. When something breaks, your first instinct is to figure out why, not just escalate it
• You write clean, concise tickets. Engineers love working with you because you give them everything they need without burying them in noise
• You can hold your own with sophisticated customers. Our users are recruiting firm owners and operators with strong opinions — you stay calm, listen well, and push back thoughtfully when needed
• You are comfortable with ambiguity. We don't have a playbook yet. You'll be the one writing it
• You are proactive about systems. If you find yourself answering the same question three times, you build a doc, a macro, or an automation
• You are comfortable using AI tools (Claude, ChatGPT, etc.) in your day-to-day workflow. You'd rather automate something than do it manually
• You have worked at an early-stage startup (Series A or earlier)
• You can read SQL or basic code well enough to debug small issues yourself (or leverage claude code and cursor)
• You have written help docs, set up a help center, or owned a knowledge base
• You have used Intercom, Plain, Linear, or similar tools
• You are familiar with the recruiting or HR tech space (not required, just a plus)

Benefits

Remote-first, with flexibility on hours

Pay

$70K–$110K base + meaningful equity, depending on experience.

Schedule

Not specified